Complaints Procedure: Barbican Physiotherapy Clinic Ltd
Complaints handling policy
We are committed to providing a high-quality physiotherapy service to all our patients. But for any reason if you are unhappy with the treatment or service you have received, you can make a complaint, have it considered and receive a response in writing. We greatly value our relationship with you and we endeavour to address any complaint to your satisfaction, acting in a thorough, sensitive and confidential manner.
Our aim is to resolve any complaints as quickly as possible, with a response from our frontline staff in the first instance. We aim to be fair to both the complainant and the staff member, acting in a supportive manner and without blame. We aim to improve our standards of service, patient safety and care. We will carry out a full investigation which is based on resolution and being open and honest with all complainants.
If you have a complaint (any complaint) then please contact us with the details and we will address it in the way set out below. The point of having this procedure, is so that you know how and when we will respond to you. You should normally complain within 12 months of the event, or events concerned, or within 6 months of becoming aware that you have grounds for complaint.
If you would like to speak to anyone about a complaint that you have, then please just ring us for an initial discussion.
o If for any reason, we are not in or an appropriate member of our team is not available, just leave a message and we will call you back as soon as we can but certainly within 2 working days.
o We may during discussions ask you to put your complaint in writing to us, as this can often make it easier to address with any other member of the team, as the letter can be passed to them to give context and detail.
If you would prefer (or if you have agreed) to write (by email or letter) then please set out the details of your complaint. It would help if you could detail:
o A brief background leading up to the complaint
o Who was involved
o Precisely what your complaint is
o What action you would like us to take to resolve it
Upon receiving this we will acknowledge receipt of your complaint as soon as we can but certainly within two working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint which will normally involve:
o Passing your complaint to the Practice Principle to investigate unless of course your complaint is about the Practice Principle, in which case the matter will be passed to another member of the team to investigate.
o Reporting back to you with our findings within one week of receiving the complaint.
If at all possible (and if appropriate) we will invite you to discuss the issue. Our aim being to:
o Resolve all complaints in a fashion that is amicable and to the satisfaction of all
o Learn from the process.
o Retain our relationship with you.
Within 20 working days of receiving the complaint, we will send a final response. If we are unable to do so, we will send a response explaining the reasons for the delay, and indicating when the business will make further contact (which must be within eight weeks of receipt of the complaint).
If there are further queries, we aim to respond in a further 10 working days.
If you are not satisfied with the outcome of our complaints procedure you may choose to take the matter further.
o Take independent legal advice.
o If your complaint is against one of our physiotherapists, you may choose to contact the Health Professions Council at www.hcpc-uk.org/complaints.