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Concerns & Complaints
We strive to provide the best service possible in
everything we do and your feedback is invaluable in
maintaining standards. If you feel we have not lived
up to your expectations then please let us know.
We hope that most problems can be sorted out quickly
and easily directly with the person responsible or a
colleague. We would encourage you to raise issues as
soon as they happen or as soon as you can. However,
we realise that this is not always possible or your
problem may not be able to be sorted out in this
way. In these instances we would hope you will
contact us at another time, or you may wish to make a
formal complaint. If this is the case please let us
know as soon as possible, preferably in writing,
detailing what your concerns are and, if possible,
what action you would like us to take. Alternatively
you could make an appointment with one of our
osteopaths to discuss the matter further.
We take all complaints very seriously and will
endeavour to deal with your complaint promptly and
in confidence.
If you would like to make a formal complaint you
should contact either:
Mr Brian McKenna. BSc
(Hons) Ost. or Ms Louise Cooke. BSc (Hons) Ost. LLB.
Wellfield
Osteopathic Clinic
17 The Globe Centre,
Wellfield Road,
Cardiff, CF24 3PE
You should detail your concerns, who and / or which
part of our service you are complaining about, when
the process or incident took place and what you
would like us to do to remedy the situation.
If you are not comfortable complaining directly to
the practice, then we have arrangements with a
senior member of the South Wales Osteopathic Society,
who would be willing to assist you. In these
circumstances please contact:
Mr David Rodway DO.
David Rodway and
Associates
40 Sketty Road,
Swansea, SA2 0LJ.
Please write detailing your concerns, containing the
information mentioned above and he will endeavour
to assist you.
Once a formal complaint has been received, an
investigation will be conducted, this may include a
member of staff or other party contacting you in person to discuss
the matter, the individual responsible may also be
interviewed and a report produced. We will endeavour
to
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Find out what happened and what went wrong
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Make it possible for you to discuss this with those
concerned if this is what you would like
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Identify what we can do as a practice to ensure that
this problem does not arise again.
The details of the investigation
will be communicated to you either in person, at a
meeting with those concerned or in writing within
six weeks.
If you find this not to be satisfactory then for
professional matters you can
take your complaint to the General Osteopathic
Council.
If you are complaining on behalf of someone else, written consent from the person concerned
giving you authority to act on their behalf will be
needed. |
