Complaints Policy

KTB Physiotherapy views complaints as an opportunity to learn and improve for the future, as well a chance to put things right for the person or organisation that has made the complaint.

The complaints policy provides guidance for individuals to voice complaint/s, concerns or service improvement suggestions. This ensures no person goes unheard, matters can be aimed to be resolved and service standards to be raised.

Our policy aims to:

· To provide a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint.
To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
To make it clear & ensure KTB Physiotherapy knows what to do if a complaint is received.
To provide guidance on expected timeframes in responding.
To make sure that complaints are, whenever possible, resolved and that relationships are repaired.
To gather information which helps us to improve what we do

How will complaints be handled?

All complaints (formal or informal) will be documented and reviewed. All formal complaints will be acknowledged, and acknowledgment of the complaint will be made in writing and responded within 7 days of receipt.

Each complaint will be individually scrutinized, acknowledged, investigated and aimed to be rectified to the best of the services ability, with the proposed actions provided to the individual or organisation. Aiming to offer a solution and ensure no future reoccurrence, enhancing and improving the service. This to be followed up to ensure the issue is resolved.

How to make a formal complaint?

If you would like to proceed with a more formal form of complaint. Complaints can be made in writing via email or letter, sent either to:

· Top Box, The Court Offices, Hampton Bishop, Hereford. HR1 4JU;

· Via email to the account info@ktbphysiotherapy.co.uk

Please include details of the incident, desired outcome and if possible, supporting evidence.

How to raise a complaint?

If you have a complaint, a topic of concern or a suggestion of service improvement KTB Physiotherapy would encourage the individual to make an initial attempt to discuss with the practitioner directly, in aim for an informal resolution.

This can be achieved face-to-face or over the phone (01432 483481 / 07881771300)

Complaints Procedure

How to escalate a complaint?

If the complaint cannot be resolved internally, professional conduct issues related to physiotherapy practice can be escalated by contacting the Health & Care Professions Council (HCPC), www.hcpc-uk.org

Confidentiality

KTB Physiotherapy will comply with data protection and confidentiality legislation. Access to the information regarding the complaint is limited to only those directly involved in the complaint. However, if the complaint is in breach of safeguarding or protection laws, information may be passed without your permission. KTB Physiotherapy aims to be transparent by sharing as much information as possible with the complainant and will explain why the information is being shared.

Complaints Policy & Procedure, reviewed & updated - 15/02/2025.