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Complaints
Health in Motion Complaints Policy
Our team is committed to providing our patients with the best care and service possible. We value patient feedback and have designed our services with patient satisfaction as our number one priority. However, if you have a complaint or concern about the level of care you have received from an osteopath or a member of staff, please let us know. Issues can usually be settled swiftly, sensitively and satisfactorily when communicated to us directly in the first instance.
We will always
Provide and explain our best clinical judgment
Respect and value our patients' wishes
Protect patient confidentiality
Provide clean and secure facilities
Explain our prescribed treatment plans so you can make an informed choice
Discuss alternative management options
Use everyday language
Refer patients quickly who require help outside of our scope.
Obtain consent during your treatment sessions so that you always know what we are doing and why.
We will never
Mislead you about their condition
Mislead you about the effectiveness of our treatments
Suggest more treatment than we think is needed to achieve your desired outcome.
Complaints Process
Our process will ensure that we:
Treat your complaint seriously and confidentially
Work to resolve your complaint promptly and to your satisfaction
Use your complaints to review, and improve our service.
STEP 1
Make your complaint verbally or in writing to the Practice Leader Lola Phillips. You can also use the form at the end of the page and indicate that you want us to call or email you. If we cannot speak to you immediately, we will arrange an appointment with you. Emails can be sent to osteopath@healthinmotion.org.uk
STEP 2
If, in the first instance, you prefer to send a written complaint or you have not received a satisfactory conclusion to you verbal complaint then write to us. Send your email to Lola Phillips: - lola@healthinmotion.org.uk or by mail to Health in Motion Osteopaths, 54 Pitshanger Lane, W5 1QY.
STEP 3
If you do not feel that your complaint has been resolved to your satisfaction, you can talk to the Institute of Osteopathy
Freephone: 01582 488455 Email: enquiries@osteopathy.org
STEP 4
If you continue to have concerns and wish to instigate a formal complaint with our regulatory body, the General Osteopathic Council can be contacted on 0207 357 6655 or regulation@osteopathy.org.uk
Leave Feedback or Make a Complaint in the form below
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Health in Motion Osteopaths
54 Pitshanger Lane
W5 1QY
020 8991 5280
