Complaints Procedure
If you have any complaint or concern about the service you have received from the doctors or staff working for this surgery you are entitled to ask for an explanation.
We operate an informal, in-house complaints procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation. In some cases,the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate person.
How to complain
We hope that most problems can be resolved quickly and easily, often at the time they arise 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 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 details of your complaint:
Within 12 months of the incident, or from when the matter came to the attention of the complainant.
All written complaints must be addressed to our Clinic Manager who will ensure that it is investigated thoroughly and as speedily as possible. It will be a great help if you are as specific as possible about your complaint. Alternatively, you may ask for an appointment with the Clinic Manager or a telephone call in order to discuss your concerns or please email mark@rebound-physio.co.uk.
What we do
We will acknowledge your complaint within 2working days, verbally or written and aim to have looked into your complaint within 20working days of the date when you raised the complaint with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
Complaining on behalf of someone else
Please note that REBOUND PHYSIOTHERAPY SERVICES LTD must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate authority. We have to know that you have his or her permission to do so. Please ask a member of staff for more information.
If you remain dissatisfied after we have dealt with your complaint
If you are not satisfied after your complaint has been investigated by REBOUND PHYSIOTHERAPY SERVICES LTD and a written response is provided; we will provide information in escalating your complaint to the Independent Health care Advisory Service.
REBOUND PHYSIOTHERAPY SERVICES LTD is also a member of the Independent Doctors Federation (IDF) where complaints can also be escalated.