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. A copy of this information will be sent to the Practice Manager as soon as practically possible.
Written complaints will receive a letter of acknowledgement within 5 working days.
Each complaint will have a written response from the Therapist or Practice Manager 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 Practice Manager.
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 a staff member or therapist involved. Whether formal or informal, the client should be encouraged to talk to their own therapist about a problem. If the client feels uncomfortable with this or the situation cannot be resolved in this way, then the practice manager will become involved.
Complaints about Practice Issues and Procedures
These complaints will be passed directly to the Practice Manager for appropriate action.
Policy issue 15/10/2017
Policy review date 15/09/2018