Compliments, Comments, Concerns and Complaints
Carolyn McGregor BSc (Ost.)., BA Div (Hons)., Licentiate of Homoeopathy, MARH.,
Registered Osteopath Registered Homoeopath
www.carolynmcgregorosteopath.com M: 07766330489
E: carolynhomoeopath@hotmail.co.uk
Trinity Centre, 25 Chywoone Hill, Newlyn. Penzance. Cornwall. TR18 5AR
Cowdray Therapy Rooms, Parkway, Easebourne, Midhurst, West Sussex, GU29 0AW
Compliments and Comments
Your views are important to us and by listening to them we can improve the services we provide to all of our patients. We are pleased to receive your compliments and comments and we will ensure they are shared with all staff concerned. You can share your compliments and comments with us either verbally or in writing to Carolyn McGregor at the practice address which you attend; or by email. The contact details are given above.
Concerns and Complaints
You are welcome to make an appointment to discuss any comments or concerns you have with your Osteopath/Homoeopath, in confidence and in the full knowledge that you will be heard and your views and thoughts understood in a safe and friendly consultation. Please make an appointment in the usual way and explain that you wish to discuss aspects of your treatment. There is no fee charged for such appointments. Carolyn McGregor endeavours to offer this service promptly for the best resolution of your concerns and/or complaint; and will explore your concerns with you in full confidence and in an unbiased, unprejudiced manner with the express aim of resolving any query or concern you may have. Carolyn McGregor will aim to improve any breakdown in communication; clarify any aspects of treatment you have/are currently receiving; and explore with you your wishes for a successful outcome to any concerns you may have.
As a Registered Osteopath and Registered Homoeopath, Carolyn McGregor has gained additional training to help you explore, discuss and resolve any concerns you may have. Good communication and trust are pre-requisite to any successful therapeutic relationship.
When there is a breakdown in communication and/or trust, it is helpful for you to know that Osteopaths and Homoeopaths understand how vital these skills are for both patient and practitioner alike in the therapeutic journey.
On occasion where communication and/or trust breakdown occur during the consultation and treatment journey between patient and practitioner, it is often a very rewarding experience to work together to resolve any difficulty you may experience or perceive.
Your views, thoughts and experience are respected and are valued. They will help us to improve the service we offer to our patients. It can be important to conclude the therapeutic journey in a safe, friendly and positive environment enabling better understanding, fostering a spirit of candour, openness and trust where we ensure that you are truly heard and that you are offered the best care possible throughout any process of resolution. Carolyn McGregor receives regular supervision and mentoring to ensure best practice. Carolyn McGregor has gained additional post-graduate training in support of patient access to information, promoting greater understanding and resolution and concluding of the therapeutic relationship in a safe, confidential and positive manner.
We hope that most problems can be resolved quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
However, if we are not able to resolve your concerns or complaint in this way and you wish to make a formal complaint, you should do so as soon as possible after the event and ideally within a matter of days, as this helps us to establish what happened more easily.
In any event this should be:
· Within 12 months of the incident, or;
· Within 12 months of you discovering that you have a problem.
Please address your complaint in writing to the Practice Principal, detailed below.
If you are the patient you can complain about your own care. If you are complaining on behalf of someone else (other than your own child under 16 years old) we will need to obtain consent from the patient to investigate and release information to you.
Send your written complaint to:
Miss Carolyn McGregor, Practice Principal:
Petersfield Osteopathy, 1a, Spain Buildings, 28 The Spain. Petersfield. Hants. GU32 3LA.
What We Do Next
We will acknowledge receipt within 3 working days, and aim to have fully investigated the matter and replied to you within 20 working days. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish.
When looking into a complaint we will investigate the circumstances, make sure you receive an apology if this is appropriate and take steps to ensure that any problem does not arise again.
You may receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue.
When your complaint involves more than one organisation (ie. The Institute of Osteopathy, The General Osteopathic Council or The Alliance of Homeopaths) we will liase with that organisation so that you receive one co-ordinated reply. We may need your consent to do this.
You will receive a final letter setting out the results of any investigations and asking you to contact us again if you have any remaining questions regarding your complaint.
Complaints on Behalf of Someone Else – Third Party Consent
If you are complaining on behalf of someone else (other than your own child aged under 16 years) we will need to obtain consent from the patient to investigate and to release information to you. Please complete the details below:
Third Party Name:
Their Address:
Telephone Number:
Relationship of Third Party to You:
I wish this person to complain on my behalf. I give full consent to my Registered Osteopath/Registered Homoeopath releasing information to and discussing my care and medical records with the person named above.
This authority is for an indefinite period/for a limited period only (delete as appropriate). Where a limited period applies, this authority is valid until:
(insert date)
Signed: (patient only)
Date:
Patient Name:
Patient’s Date of Birth:
Patient’s Address:
THIS INFORMATION IS ALSO PROVIDED AS A PDF DOCUMENT AVAILABLE TO DOWNLOAD
If You Are Dissatisfied With The Outcome
If you remain unhappy after your complaint has been investigated, you can refer the matter to:
The Institute of Osteopathy, Park Terrace, 3 Manor Road, Luton. Beds. LU1 3HN.
Telephone: 01582 488455 or Freephone: 0800 110 5857 Email: enquiries@iosteopathy.org Website: www.iosteopathy.org
The General Osteopathic Council, Regulation Department, 176 Tower Bridge Road, London. SE1 3LU.
Telephone: 0207 365 6655 X 224 Email: regulation@osteopathy.org.uk Website: www.osteopathy.org.uk
The Alliance of Registered Homeopaths, Milbrook, Millbrook Hill, Nutley, East Sussex, TN22 3PJ.
Telephone: 01825 714506 Email: info@a-r-h.org Website: www.a-r-h.org
Should You Need Further Advice:
The Professional Standards Authority, 157-197 Buckingham Palace Road, London. SW1W 9SP.
Telephone: 020 7 389 8030 Email: info@professionalstandards.org.uk Website: www.professionalstandards.org.uk
SUMMARY OF COMPLAINTS PROCEDURE
Carolyn McGregor BSc (Ost.)., BA Div (Hons)., Licentiate of Homoeopathy, MARH.,
Registered Osteopath Registered Homoeopath
www.carolynmcgregorosteopath.com M: 07766330489
E: carolynhomoeopath@hotmail.co.uk
Trinity Centre, 25 Chywoone Hill, Newlyn. Penzance. Cornwall. TR18 5AR
Cowdray Therapy Rooms, Parkway, Easebourne, Midhurst, West Sussex, GU29 0AW
Complaints Procedure
Step One:
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
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
Make your complaint to the receptionist/ practice manager / practice principal either
in person, by phone or in an email (carolynhomoeopath@hotmail.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 principal/practice manager will be free to ring you to discuss the matter or invite you to come to the practice to do so.
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 practice to ensure that this problem does not arise
again.
Step Two:
Institute of Osteopathy 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 ringing the Institute of Osteopathy on Freephone 0800 110 5857
The Institute of Osteopathy, Park Terrace, 3 Manor Road, Luton. Beds. LU1 3HN. Telephone: 01582 488455 or Freephone: 0800 110 5857 Email: enquiries@iosteopathy.org Website: www.iosteopathy.org
Step Three:
General Osteopathic Council
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 357 6655 X 224
The General Osteopathic Council, Regulation Department, 176 Tower Bridge Road, London. SE1 3LU. Telephone: 0207 365 6655 X 224 Email: regulation@osteopathy.org.uk Website: www.osteopathy.org.uk
Please note that the General Osteopathic Council cannot award compensation.
Or:
The Alliance of Registered Homeopaths, Millbrook, Millbrook Hill, Nutley, East Sussex, TN22 3PJ..
Telephone: 01825 714506 Email: info@a-r-h.org Website: www.a-r-h.org
Downloadable PDF for Compliments, Comments, Concerns and Complaints Procedure for Patients:
Compliments, Comments, Concerns and Complaints Procedure for Patients