Core Physio is committed to ongoing quality improvement and as such all complaints and comments are welcomed and we will ensure they are dealt with in a thorough, sensitive and confidential manner.

How we manage complaints

• Our aim is to resolve complaints as quickly as possible, with an immediate verbal response by
  frontline staff in the first instance. This may be to assist direct the complaint to the correct
  manager.
• All complaints are handled by only trained practitioners and management.
• We will ensure that all complaints are handled promptly, openly and thoroughly.
• Our complaints procedure will be fair to the complainant and staff.
• All staff and complainants will be fully made aware of the progress of complaints.
• Personal information concerning the complainant is only made available where needed.
• We will ensure the process is supportive and without blame, leading to improved standards of
  service, patient safety and care.
• We will carry out a full investigation which is focused on resolution and being open and honest
  with all complainants.
• If resolution cannot be reached at a local level, we will inform the complainant of how they can
  obtain an independent review of their complaint.
• No charges are applied in any complaints process.

Who can complain?

A complaint can be made by a client, a clients carer, an employee, employee’s line manager, or designated corporate representative.

What is the time limit for making a complaint?

We would encourage the complaint to be made as early as possible to ensure any service or delivery problems are discussed and rectified.

Who should I complain to initially?

The first stage of our complaints procedure is ‘Local Resolution’. Your complaint should be made verbally or written to our clinic manager for the service:

Core Physio Ltd
Clinic Manager (Bothwell Medical Rooms)
New Douglas Park
Hamilton
ML3 0FT
T: 08000546430
darren@core-physio.org

Local resolution aims to resolve complaints quickly and as close to the source of the complaint as possible, without the need to make a more formal complaint. Most complaints are due to simple issues of misunderstanding or unforeseen minor errors. We have found that in both instances, verbal dialogue, an explanation and if necessary an apology, can resolve the issue. All complaints in this nature will be noted, recorded and presented at quarterly management meetings for discussion.

How do I make a formal complaint?

If local resolution is not successful or if you feel your complaint requires escalating and is of clinical nature, we would encourage to put your complaint formally in writing (by post or email), to the Clinical Director at Core Physio’s head office:

The Clinical Director
Core Physio Ltd
New Douglas Park
Hamilton
ML3 0FT
T: 08000546430
John@core-physio.org

If you make your complaint verbally, we may make a written record. If your complaint is in writing, we will ensure it is logged formally and responded to in writing.

Receipt of Complaint

A receipt of the complaint will be forwarded to the complainant with a unique case number outlining the following:

• Complaint description
• Service or employee involved
• Suggested remedy
• Timeframe for action
• Any action taken

Tracking a complaint

Using the unique case number the complaint can be queried at any point by the complainant or a designated family member.

What is the process for reviewing my complaint?

Our timescales for managing complaints are:

If you complain in writing, you will receive:

• Receipt/Acknowledgement within two working days.
• Response from a Core Physio manager within five working days.
• Conclusion and decision within 20 working days. If, for any reason, we are not able to meet these timescales, we will keep you informed of our progress.

Where can I get independent advice and help?

We hope that if you have a problem, you will use our complaints procedure. We believe this provides the best chance to put right whatever has gone wrong and an opportunity to improve our service.

What if I am unhappy with the response provided by Core Physio?

If for any reason, you are unhappy with our response, The Health and Care Professions Council can be contacted, to make a formal complaint regarding treatment provided by one of our physiotherapists or General Medical Council for a doctor or consultant. Healthcare Improvement Scotland as regulators can also assist with any complaints.

Health and Care Professionals – https://www.hcpc-uk.org

General Medical Council – https://www.gmc-uk.org/

Health Improvement Scotland – http://www.healthcareimprovementscotland.org/

Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant. Contact details are:
Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square, 1 South Gyle Crescent, Edinburgh EH12 9EB
T: 0131 623 4342
E: hcis.ihcregulation@nhs.net