Complaints

Procedure

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

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Testimonials

Here’s what our happy customers had to say about our services:

female-1
Thanks with the Elbow Pain.

My daughter has been attending with a stretched ligament on her elbow. John has been fantastic with her would definitely recommend.

Shirley Gorrell
male-1

Can you please thank Matt for all the help he has given me over the last 6 weeks. Really pleased with how my knee is feeling post surgery and now feel a lot stronger and stable than before. Anti Gravity treadmill was great albeit a little uncomfy initially. Thanks again.

Brian Smith
female-2

I woke up one morning with a lot of pain and discomfort in my shoulder and pain going down my arm. I attended an appointment with Ross at Core Physio where he did a thorough examination before going on to work on my shoulder to relieve the spasm and tightness I was suffering. After just one session I felt the pain ease. I have just finished my third session and the difference is unbelievable. Ross was very professional and friendly and would highly recommend to anyone. Thanks Ross

Joanne Crawford
female-3

I injured my shoulder two years ago (which I stupidly ignored and got on with life) and had a relapse recently which meant I couldn’t lift my arm at all.
After 5 weeks at Core Physio, I have full movement and can look forward to being completely pain free for my holidays!
Easy to find and plenty parking outside. Very helpful and know what they are doing! Would definitely recommend

Elaine Holden
female-4

Was having problems with my back for months and had been to see multiple physios with no result! Have been seeing Ross Grant for the past couple of months and I’m now no longer In pain! Ross gave me manageable exercises to do at home and each session with him my back got better and better! Could not recommend him enough really helpful and great at his job! Will be back if I ever need any more help and will be recommending to all! Thanks Ross

Robyn Wilson
female-5

I visited Core Physio at New Douglas Park Hamilton. Because I needed a physiotherapy report to assist me in protesting that my classification points value was too high when I play wheelchair basketball.
My physiotherapists John gave me a thorough examination on the physio bed and in my basketball wheelchair. He then went away, researched the IWBF wheelchair basketball classification system and wrote a report for me.
I am glad to say that with the help of John’s report the protest against my points was upheld and my classification points were reduced.
Thank you for the great service you gave me. I would definitely recommend you to anyone who needs a thorough physiotherapy examination and report.
Many thanks
Sarah

Sarah Baillie
female-1

After suffering 4 weeks of extreme back pain, my husband booked an appointment for me with John. I could feel a huge improvement after my first session and required no more than three in total to have me feeling completely pain free and back to normal. Will continue to do my exercises as advised during treatments to hopefully prevent future problems occurring. Would definitely recommend Core physio as I could have not asked for a better outcome or for better service from a great team of people – thank you all very much indeed.

Sandra McIntosh
male-3

Can’t thank guys enough. Matt and Ross really helped with my rehab and the facilities are really good. Wife going now too!

Jeff Thompson
female-3

I went to see Ross @ Core Physio after dislocating my finger in March. I’d been to see an NHS physio who discharged me and told me my finger would stay at a 20 degree angle forever! After a few physio sessions with Ross it was straight again- amazing not to have a crooked finger for the rest of my days! Thanks again!

Anna Ferguson