Complaints Procedure

We accept and very much regret that on rare occasion the service we give may not be to an individual's satisfaction or expectation. Consequently if you are unhappy with the standard of care you have received we would like to hear about it and recognise that it may be important for you to make a complaint.

We take all complaints seriously and any complaint will be properly investigated and appropriate action take. 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

We have an established process and procedures to deal with complaints in an efficient and timely manner.

Your Practitioner or Clinic Staff will be able to provide a printed copy of our complaints procedure on request.

 

Stage 1:  Raise your complaint

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.

Make your complaint either to the clinic manager or clinic director either in person, by phone, by email to info@norwichosteopathicclinic.co.uk, or by letter.

If you telephone us or speak to us in person, the complaint will be logged and whoever takes your call will attempt to resolve the issue for you. If you are not satisfied, we will tell you when it is likely that the clinic director will be free to call you to discuss the matter or invite you to come to the practice to do so.

 

Stage 2: Investigation and action

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 we can do as a clinic to ensure that this problem does not arise again

If your complaint is treatment related the matter will be discussed with the relevant practitioner and may require you to attend an additional consultation with that practitioner or an alternative member of the clinic’s team, including the Director.  The objective of this is to provide an explanation or a solution to your concerns.

The clinic aims to give you a full written response within 20 working days or, where this is not possible, an explanation as to the cause of the delay.

 

Stage 3: Complaints Resolution Service

If you do not feel that your complaint has been resolved to your satisfaction you can talk to an independent source about it by telephoning the Institute of Osteopathy Complaints Resolution Service on Freephone 0800 110 5857, or 01582 488455 or email enquiries@iosteopathy.org

 

Stage 4: Formal Complaint with Regulatory Body

If you are concerned about safety and you wish to instigate a formal complaint with the regulatory body, the General Osteopathic Council can be contacted on 0207 3576655.  Please note that the General Osteopathic Council cannot award compensation.