Complaints Policy and Procedures for Patients
We aim to provide the highest quality services possible through the delivery of safe, effective, and person-centred care. While the vast majority of users have a positive experience, we do not underestimate the emotional and, in some cases, physical impact on users and their families who have a negative experience.
We use the views and experiences of people who use our services to make continuous improvements. Our complaint process is a key component of this.
Rehab Basics Principles for Managing Complaints
- Rehab Basics aims to resolve complaints as quickly as possible, particularly through an immediate informal (verbal) response. The first stage is local resolution, whereby your complaint would take the form of a verbal or written submission to the clinician who treated you or the team member involved. Local resolution exists to help resolve complaints quickly where a more formal complaint may not be possible. For example, the complaint may be the result of a simple misunderstanding, in which case a verbal explanation and, if necessary, an apology could resolve the complaint.
- If you would like your complaint to be dealt with by a member of our senior management team and they are available, then they are asked to If there are no senior managers or directors available, you will be asked if you are happy to be contacted by a manager, and your contact details and the nature of the complaint will be shared with them.
- A member of our senior management team will contact you to discuss your complaint.
- If the local resolution process is not successful, then you can make a more formal complaint, as detailed below. Rehab Basics will ensure that all complaints are handled promptly, openly, and thoroughly.
- Rehab Basics’ complaints procedure will be fair to the complainant and staff
- Rehab Basics will ensure the process is supportive and will lead to improvements in the standards of service delivery and patient care
- Rehab Basics will carry out an investigation to find a resolution. If a resolution cannot be reached, Rehab Basics will inform the complainant of how they can escalate their complaint or obtain an independent review of their complaint (if appropriate).
How do I make a complaint?
If you are not happy with your experience or treatment, or that of someone you care about, we would encourage you to first speak to the person responsible for providing the care and resolving problems—for example, the clinician or therapist in charge of your care, the receptionist, or the practise manager at Rehab Basics Ltd.
Please contact us using the information below to submit a formal, written complaint if you are not satisfied with the resolution.
If you wish to complain about your treating clinician, therapist, or a member of the administration or reception staff, but do not wish to contact them directly, you can do so by contacting us via the details noted below, and we will treat your complaint formally in line with our Complaints Policy and Procedure.
For written complaints, please send a letter or email using the contact information below:
5 Greville Close
Where can I get independent advice if I’m unhappy?
The Health Service Ombudsman can be contacted in the following ways if a complainant is still dissatisfied after we have finished our investigations and responded to their concerns:
The Parliamentary & Health Service Ombudsman
Telephone: 0345 015 4033
The Health and Care Professions Council (HCPC) is the regulatory body that handles complaints concerning the professional conduct and performance or fitness to practise of a physiotherapy registrant. They can be contacted at firstname.lastname@example.org
The Chartered Society of Physiotherapy (CSP) oversees upholding and protecting the reputation of both the physiotherapy profession and the Society.
If a CSP member has acted in a way to damage public trust or confidence (including on social media), please email email@example.com
Or you can write to the Chartered Society of Physiotherapy:
Chartered Society of Physiotherapy
14 Bedford Row London