PRACTICE COMPLAINTS PROCEDURE
If you wish to complain about our service, please let us know. We welcome feedback about the service we provide. We have a practice complaints procedure to help resolve problems quickly.
HOW TO COMPLAIN
Most problems are best resolved when they arise.
However, if you wish to make a more formal complaint then please do this as soon as possible, preferably within a few days to enable us to address the matter promptly. Complaints should be addressed to:
Your Chiropractor
Paulton Clinic
Pithay House
High Street
Paulton
Bristol
BS39 7QE
…………………………………………………………………………………………………
Alternatively, you may ask for an appointment with:
Antony Honeker
………………………………………………………………………………………………
Please be as specific as possible about the complaint which you wish to make to allow us to investigate the matter thoroughly.
THE ACTION WE WILL TAKE
Normally, we will acknowledge your complaint within two working days and give you an explanation or arrange a meeting within ten working days.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We observe strict rules of confidentiality. If someone is complaining on your behalf we will require written authority from you so that he/she can act on your behalf.
If the complaint remains unresolved, you may refer the matter to the profession’s statutory regulator, the General Chiropractic Council, Park House, 186 Kennington Park Road, London, SE11 4BT. enquiries@gcc-uk.org 020 7713 5155
MANNER OF COMPLAINT – HOW WE WILL DEAL WITH COMPLAINTS
A written complaint will be acknowledged in writing within two working days.
In the case of a telephone complaint or a personal visit, key details will be recorded and arrangements made to talk at a mutually convenient time. This discussion will be acknowledged in writing.
THE INVESTIGATION
An investigator, who may be the owner of the practice, will:
- Contact the complainant
- Establish the facts
- Investigate the matter fully with the appropriate practice personnel
- If appropriate, invite the complainant to a meeting
THE MEETING
At the meeting we will listen to the complainant carefully and ask what it is he/she wishes to achieve (if for any reason the complainant is not the patient then we will ensure that he/she has an appropriate letter of authority to act on behalf of the patient and be sure not to breach patient confidentiality).
If we feel that the practice has been at fault and the standard of care provided was not of an acceptable quality then:
- We will apologise and give an explanation.
If we feel that the practice has NOT been at fault then:
- We will explain fully the reasons for reaching this view to the patient.
If the patient remains dissatisfied after receiving our explanation, we will refer him/her to the General Chiropractic Council. Park House, 186 Kennington Park Road, London, SE11 4BT. enquiries@gcc-uk.org 020 7713 5155
RECORD KEEPING
We will ensure that full and proper records are kept throughout the whole complaints procedure including
- Date of complaint and the manner in which it was made e.g. letter/telephone/personal visit
- Name of person complaining (if not the complainant)
- Details of the complaint
- Findings of the investigation
- Notes of any meetings and telephone conversations
- Correspondence between the patient and the practice
- A record of the agreed outcome and action (if any) taken by the practice
We will make the notes while the telephone call or meeting is fresh in our mind. We will keep all the complaint papers in a central complaints file.
CRITERION FOR CLOSING THE COMPLAINTS PROCEDURE
The procedure ends when the complainant is satisfied with the explanation and/or the action taken.
If the patient remains dissatisfied, then he/she will be informed that he/she may raise the matter with the General Chiropractic Council. Park House, 186 Kennington Park Road, London, SE11 4BT. enquiries@gcc-uk.org 020 7713 5155