At Severn Physiotherapy, we strive to provide the best standard of care. However, if you feel that there has been a lack of quality care, or any other issue, we welcome your feedback and can offer support to find a resolution, further improving our service.
We hope to resolve any complaint promptly, respectfully and as confidentially as possible. Therefore, if you feel that your issue can be resolved informally, with a verbal discussion directly with us, please talk to your therapist or a member of the management team:
Kelly Steed or Skye Ramell, tel. 01275 400466 or you can email skye@severnphysiotherapy.co.uk or Kelly@severnphysiotherapy.co.uk.
We realise that there are different levels of severity for any potential complaint. So, if a verbal discussion does not offer a satisfactory resolution, you can submit a formal complaint.
Formal Complaint Process
Contact Severn Physiotherapy’s management team Kelly Steed or Skye Ramell, tel. 01275 400466 or you can email skye@severnphysiotherapy.co.uk or Kelly@severnphysiotherapy.co.uk, either verbally or in writing to explain the issue.
The management team will investigate sensitively and decide together on any subsequent actions, and report back to you in writing. Sometimes the outcome might include informing professional bodies or local authorities.
Severn Physiotherapy will endeavour to learn from any complaints and will be mindful to have an open, honest and transparent approach.
It is important to remember that the management team have a legal obligation to report any safeguarding concerns; in some circumstances it may be necessary to do this without consent.
If the formal process does not produce a satisfactory resolution, it can be escalated to the Health Care Professions Council or other relevant bodies. You can do these independently, or if appropriate the management team can escalate concerns on your behalf.
Healthcare Professions Council (HCPC)
An independent body that oversees allied health professionals in England. All our therapists are registered with the HCPC
0300 500 6184
Chartered Society of Physiotherapists (CSP)
complaints@csp.org.uk
Royal College of Occupational Therapists
https://www.rcot.co.uk/
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