Complaints Procedure

The practice welcomes customer comments and will act on constructive criticism where possible and appropriate.

Any formal complaints will be logged in the complaints file kept at reception with details of the clients name and address, the date and time that the situation occurred, the staff members involved and the action taken in response to the complaint.

Written complaints will receive a letter of acknowledgement within 2 working days.

Each complaint will have a written response from the consultant physiotherapist within 7 working days giving an explanation of the situation and any proposed action.

All correspondence and documentation relating to the complaint is stored in the ‘Important Practice Information’ file held by the Clinic director

The contents of the complaints file is analysed annually and action will be taken on any obvious short falls in the service. The annual report will be stored in the audit file.

Complaints on Clinical Issues

In the majority of cases it is hoped that complaints can be resolved through discussions with the therapist involved. Whether formal or informal, the client should be encouraged to talk to their clinican  about a problem. If the client feels uncomfortable with this or the situation cannot be resolved in this way, then the Principal of the practice will become involved.

Complaints about Practice Issues and Procedures

These complaints will be passed directly to the Practice Director for appropriate action (see above).

Consent and Chaperoning Policy

The practice understands that there are various reasons why a patient may wish to be accompanied during assessment or treatment.

For example:

• For help with interpretation from language difficulties or hearing impairment.
• For moral support from family member, friend or carer.
• Assistance with dressing and undressing.
• Help in remembering details of discussions and exercises.
• Parents needing to bring in children where no childcare is available at the appointment time.

All patients are welcome to be accompanied/have a chaperone during an examination, procedure or treatment. Children (under the age of 16) must be accompanied by an appropriate adult (parent or guardian).

A culture of openness between patient and therapist in actively encouraged at all times. Procedures such as diagnostic ultrasound,  injection treatment  and specific examination techniques require extra care to ensure that the patient understands what they are consenting to. Informed consent is vital and it is good practice for this to be reported in the notes.

Patient permission is obtained in writing prior to examination but examination can be discontinued at any time if the patient requests this

Daniel Townsend November 2017



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