You may be worried that your physiotherapy treatment will hurt and cause more pain than you already have. We are very aware of the importance of limiting any pain or discomfort that you are experiencing. You may experience some treatment soreness, but this is usually short-term and settles. If discomfort is excessive your treatment will be altered accordingly.
We’re always pleased to hear about aspects of our service that you have particularly appreciated. We also want to hear about any problems you have experienced so that we can deal with them and improve our service for the future.
If you have a complaint about any aspect of our physio service, we would like to address this straightaway. If possible, please speak to a member of staff at the centre. All centres have a complaints handler who has had specific training. Or you may prefer to talk to the centre manager.
If we can’t resolve your concerns there and then, you may wish to make a complaint by telephone or in writing. Please call or write to the centre manager. Our centre addresses can be found using our Finder tool.
We’ll aim to give you a written acknowledgement of your complaint within one working day of receipt. A full response will be made within 20 working days. All complaints are dealt with confidentially and impartially.
If required, your complaint will be referred to the regional manager and may be escalated to the managing director.
We keep a record of every complaint and look at how many we receive and the reasons why. We use this information along with our customer surveys to help make sure we continually improve the service we provide.
Making a complaint doesn’t affect your legal rights.