Feedback and Complaints Procedure

We are committed to providing an excellent service for all our patients and we are ready to listen to patients and improve our services. We welcome all feedback and complaints

We have feedback and complaints procedure in operation, a summary is provided below. You can obtain a copy of the full procedure from any member of staff or through our website.

Step 1 - Informal

If you have a complaint or concern about the level of care you have received from an osteopath or any member of staff, please let us know.

We will treat your complaint seriously and work to resolve it promptly and in confidence.

Our promise to you is that we shall:

  • Treat your complaint seriously

  • Work to resolve your complaint promptly and in confidence

  • Learn lessons and use them to review and where appropriate improve our service

You can make your complaint either in person, by phone, by letter or in an email.  Please give full details of your complaint and we will undertake to treat it seriously, deal with it promptly and learn from it by reviewing or, if appropriate, improving our standards.

We will contact you as soon as possible and arrange a suitable time and method of discussing your concerns.

We will investigate your complaint during the following few days and will aim to:-

  • Find out what happened and what went wrong

  • Make sure you receive an explanation and apology if this is appropriate

  • Deal with your complaint and reach an amicable solution

  • Identify what can be done to ensure that this problem does not arise again

A written record is kept of all formal complaints, and whether they are resolved at the preliminary stages or proceed to a further stage.

Stage 2 – Formal

If your complaint cannot be satisfactorily dealt with on an informal basis, you may make a more formal complaint in writing and the clinic will:

  • Acknowledge your complaint in writing and aim to complete the investigation and feedback to you within 15 working days

  • Inform you how the matter will be dealt with and how matters will proceed

  • Carry out any necessary investigations.

  • Send a letter to explain the conclusion to you, along with reasons for it and any action being taken or proposed.
     

Your complaint or concern will remain confidential, and all information treated with respect.

Stage 3 - Independent investigation

If you do not feel that your complaint has been resolved to your satisfaction you can talk to an independent source about it by ringing the Institute of Osteopathy on Freephone 0800 110 5857, or email enquiries@iOsteopathy.org

Written records, statements and correspondence relating to individual complaints will be kept confidential except where an official body conducting an inspection request access to them.

This record will state whether the complaint was resolved at a preliminary stage or progressed to a panel and will be kept for a minimum of three years. All complaints that reach a formal written stage will be recorded in the summary log kept in the Practice Manager’s office. This log will be made available to inspectors from appropriate bodies.

Wendy Cook
Practice Manager
Coventry Osteopathic & Sports Injury Clinic