Complaints Procedure

Last updated: 24/04/24

We are committed to providing a high quality physiotherapy service to all our patients but when something goes wrong, we want to know about it and we would be grateful if you would tell us to help us to improve our standards.

We are sorry that you are considering making a complaint as we value our relationship with you and the quality of the service we offer very highly. Be assured that we will thoroughly investigate your complaint and take any appropriate action to rectify the problem that has occurred.

 

Complaints about practice issues, procedures, facilities, clinical issues and treatments

The physiotherapist is a sole practitioner and complaints regarding any issues should be directed to Joni Morley. Whether this is formally or informally, it is hoped that any problems could be resolved initially with discussion with the physiotherapist.

If you write to us please include:

  • A brief background leading up to the complaint

  • Who was involved, date and time

  • Precisely what your complaint is

  • What action you would like us to take to resolve it

Any formal/written complaints are logged. You will receive a letter or email of acknowledgment within 3 working days.

You will receive a written response to the complaint within 2 weeks giving an explanation for the situation and proposed action. (In the unlikely event that staff absence will delay this response you will be notified of the delay and reasons).

If at all possible (and appropriate) we will invite you to discuss the issue.
Our aim being to:
• Resolve all complaints in a fashion that is amicable and to the satisfaction of all
• Learn from the process
• Retain our relationship with you


We do however accept that, unfortunately, not all complaints will result in a satisfactory conclusion and, if we are unable to do this then we will either:
• Arrange for an independent person or an appropriate alternative such as another Chartered Physiotherapist to review the matter or
• Suggest that you contact the Health and Care Professions Council (HCPC)