We love feedback! It helps us better understand how we are doing and how we can enhance and improve your care. If you have any observations or suggestions that you think would help us to help you and others you can simply speak to anyone on the team or email us and let us know.
At The Osteopaths we try to ensure that every patient is well cared for and receives the best care possible. However, we know and accept that, on occasion, patients may not be happy with the care they receive and that sometimes things go wrong. In such situations we are sorry for any distress or worry caused to you.
We want to make sure that you have a voice and feel able to draw our attention to any concerns or complaints you may have so that we can quickly act to resolve things.
In the majority of cases simply speaking with your practitioner or one of our reception team can be enough. All our staff are equipped to help deal with any problem you may have and the sooner we are aware of things the more quickly we can sort them out.
In situations where you feel that you are not able to speak directly to a member of staff or you have a more formal complaint that you wish to be dealt with confidentially you can contact one of the clinic directors (see details below). If you wish we can arrange a meeting with one of the directors to discuss your concerns.
In such instances we would ask you to provide us with as much detail as possible so that we are able to get to the bottom of the issue. We shall aim to:
We will keep a confidential record of all formal complaints (in accordance with the General Data Protection Regulations) and will review them so that we are able to make changes to our practise and avoid similar issues in the future.
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by them will be needed, unless they are incapable (because of illness) of providing this.
Email:
Simeon London :simeon@theosteopaths.org.uk
Teresa Harvey :teresa@theosteopaths.org.uk
Or by post:
The Osteopaths
Room 37 St James Business Centre
Linwood Road
Paisley
PA3 3AT
If you have a formal complaint about one of the Clinical Directors you may opt to contact the other Director to deal with your complaint. If you feel that this is not appropriate you may wish to make use of an independent service to help you, such as The Patients Association.
The Patients Association was set up in 1963 to promote the voice of patients in healthcare. They are a registered charity committed to making a difference to the ‘patient journey’.
The Patients Association
PO Box 935
Harrow
Middlesex HA1 3YJ
Telephone: 020 8423 9111
Fax: 020 8423 9119
Website:https://www.patients-association.org.uk/
The Patients Association Helpline offers you independent information and advice on a range of healthcare issues.
Telephone: 020 8423 8999
Email: There is also an online contact form available at: https://www.patients-association.org.uk/contact
In the unlikely event that you feel that we have failed to deliver a standard of care in accordance with those expected of osteopaths, or we have failed to resolve your complaint to your satisfaction, you have the right to complain to our regulatory body, the General Osteopathic Council (GOsC). A number of routes for making complaints are available and there are helpful leaflets and guidance on the GOsC website that explain the process clearly. This should help you decide how best to proceed, but you can also contact them directly if you need to with the information below.
Online: https://www.osteopathy.org.uk/standards/complaints/
Phone: 020 7357 6655 x224
Post: Osteopathy House
176 Tower Bridge Road
London
SE1 3LU
