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 Therapist or Practice Principal 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 Principal.

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 own therapist 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 Principal for appropriate action (see above).

Lorna Short
August 2010