Complaints Policy

Purpose

The purpose of this policy is to outline a clear, transparent process for handling client complaints at “Well Woman Physio,” ensuring timely, respectful resolution and continual practice improvement.

Policy Details

1. Complaint Submission

• Methods of Submission: Clients can submit complaints verbally, via email, or by contacting the practice directly at wellwomanphysio@outlook.com or 07386111669.
• Acknowledgment of Receipt: All complaints are acknowledged within 24 hours, confirming receipt and outlining the process.

2. Complaint Resolution Process

• Initial Review: Complaints are reviewed within 2 days to understand the nature of the issue and gather necessary details.
• Investigation: If further investigation is needed, relevant records and information are reviewed, and additional clarification may be requested from the client.
• Resolution Timeline: The practice aims to resolve complaints within 7 days, keeping the client informed of any delays.

3. Response to Complaints

• Written Response: A formal response is provided to the client, explaining findings, any actions taken, and any follow-up steps if needed.
• Further Action: If a resolution is not achieved to the client’s satisfaction, clients can escalate the complaint to the Chartered Society of Physiotherapy (CSP) for additional support.

4. Documentation and Record-Keeping

• Record of Complaints: All complaints, along with actions taken, are documented and stored securely to ensure confidentiality and for quality assurance.
• Review of Complaints: Complaints are periodically reviewed to identify patterns or areas for improvement.

5. Policy Review

• This policy is reviewed annually to ensure relevance and alignment with best practices.