Complaints Procedure

We are committed to providing a high quality physiotherapy service to all out patients but when something goes wrong, we want to know about it and we would be grateful if you would tell us t 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 hat had occurred.

Complaints about Practice Issues, procedures, reception or facilities

Please direct these to the Practice Manager, Chris Short whose details can be found below.

Complaints about clinical issues and treatments

Each of our therapists (Physios, Massage, Exercise Instructors) are self-employed and complaints regarding clinical issues should be directed to you therapist initially. Whether this is formally or informally, it is hoped that any problems could be resolved with discussion with your therapist. We do understand that this isn’t always easy or possible and if this is the case please contact our Practice Principle and Clinical Director, Lorna Short whose contact details can be found below.

Chris Short
Practice Manager & Director
chris@ashbournephysiotherapy.co.uk
01335 344952

Lorna Short
Practice Principal & Clinical Director
lorna@ashbounephysio.co.uk
01335 344952

In either case we may ask to 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.

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 and brought to the attention of the appropriate member of staff. You will receive a letter or email of acknowledgment within 2 working days and, where deemed appropriate, a telephone call to clarity any points.

You will receive a written response to the complaint from an appropriate member of our team within 7 working days 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 within the practice 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)