PhysioEverywhere

🪴 Step 1: Informal Resolution

We encourage you to first speak directly with the physiotherapist or staff member involved. This is often the quickest and most effective way to resolve issues.

📝 Step 2: Formal Complaint

If you are not satisfied following informal resolution, you can make a formal complaint by emailing us at [email protected].

What to Include in Your Complaint:

• Your full name and contact details
• Name of the staff member involved (if applicable)
• Date(s) and details of the incident or issue
• A clear description of the complaint
• Your preferred outcome or resolution

Our Response Timeline:

• Written complaints will be acknowledged within 2 working days
• A formal written response will be issued within 10 working days
• Verbal complaints will be responded to within 12 working days

If you are submitting a complaint on behalf of someone else, please include written consent from that individual.

📬 Step 3: Appeals

If you are not satisfied with our response, you may submit an appeal within 5 working days of receiving our outcome. We will respond to your appeal in writing within 10 working days.

🔍 Step 4: Independent Review and Further Help

If you remain dissatisfied, you may:

• Seek independent legal advice
• Contact the Health & Care Professions Council (HCPC) regarding the professional conduct or fitness to practise of a registered physiotherapist:
• Visit: www.hcpc-uk.org/concerns
• Email: [email protected]
• If referred via the NHS, contact the Patient Advice and Liaison Service (PALS):
  www.nhs.uk/pals

🤝 Our Commitment

We aim to:

• Handle all complaints promptly, respectfully, and confidentially
• Investigate each complaint fully and fairly
• Keep you informed throughout the process
• Use feedback constructively to improve our services
• Ensure that the process is free from blame and supportive to all parties

Thank you for helping us to continually improve PhysioEverywhere. If you have any questions about this procedure, please contact us at [email protected].