Version Date: January 5th 2022
4ward Physiotherapy Ltd aims to achieve the best possible outcomes for both clinical results for patients as well as best practice for employees, clients or members of the community.
If you have complaint or concern about the service you have received from our team of physiotherapists please let us know.
We hope that most problems can be sorted easily and quickly, often at the time they are raised and with the person concerned.
If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at the most a few weeks – this will enable us to establish what happened more easily.
If it is not possible to do that, please let us have the details of your complaint not more than twelve months after the date the matter occurred.
Your complaint form should be sent to:
4ward Physiotherapy Ltd
2 Pear Tree Close
You may write or telephone us to discuss your concerns. The complaints process will be explained to make sure that your concerns are dealt with promptly. Where a complaint is taken verbally, an account of the issue raised will be documented and a copy of this will be sent to you. The statement will invite you to amend or add to the content.
Independent Advice & Help?
If you are not satisfied with our response to your complaint, you can contact the following independent organisations:
Health Service Ombudsman – who are completely independent of both the NHS and private organisations and can be contacted at: https://ombudsman.org.uk/making-complaint
The Health and Care Professions Council can be contacted if you wish to make a complaint against one of our physiotherapists. Please visit https://www.hcpc-uk.org/resources/guidance/how-to-make-a-complaint-to-the-health-and-care-professions-council-hcpc/ for further information
What We Will Do
We will acknowledge your complaint within two working days and advise when we anticipate to provide a full response to you. This will be no later than fifteen working days later. When we investigate your complaint, we will aim to:
Find out what happened and what went wrong
Make it possible for you to discuss the problem with those concerned
Make sure you receive an apology, where it is appropriate.
Identify what we can do to make sure the problem does not happen again by learning from events.
A complaint can be: written, telephoned or made in person.
All complaints are taken seriously.
A complaints form will be completed and sent to the person in question if a matter cannot be resolved on the spot.
All complaints will be dealt with in a polite manner.
All complaints are notified to the Clinical Director immediately.
Complaints will be dealt with fairly and promptly.
When a complaint is received the following steps will be taken:
Inform the Clinical Director immediately.
The complaint is logged on the Complaints Register
A letter will be sent to the complainant acknowledging receipt of the complaint. Contact details will be provided to the patient to take matters further or discuss their experience with the Clinical Director. A copy of the Complaints Policy is sent.
The Clinical Director will forward the complaint onto the relevant staff manager to investigate.
Where the complaint cannot be responded to in full, an interim letter is sent to the individual with an update
A final letter is sent to the individual no later than 15 days following the complaint. The complaint should include an apology where appropriate, action taken and future action to ensure there is no repeat.
A copy of all correspondence relating to the complaint is stored in the complaints folder.
Where a complaint relates to an individual the matter is discussed with them and appropriate action taken where necessary.
Get In Touch
If you have any questions please use the contact form or contact me on one of the methods below and I'll be back in touch with you as soon as possible!