BOOST PHYSIO Complaints Procedure

At BOOST PHYSIO, we are committed to providing the highest standards of care and customer service. We aim to always get it right- in everything that we do, but we do recognise that mistakes happen and we always look to address this as quickly and professionally as possible. We value feedback—both positive and negative—as an opportunity to learn and improve. If a patient or client is dissatisfied with any aspect of their experience with us, we aim to resolve matters promptly, fairly, and transparently.

We categorise complaints into two broad areas:

1. Clinical Complaints

These may include (but are not limited to) complaints about:
– Misdiagnosis or delayed diagnosis.
– Worsening of symptoms following treatment.
– Perceived ineffective or inappropriate treatment.
– Lack of clinical progress or improvement.
– Communication concerns relating to clinical care.

Procedure For Dealing With Clinical Complaints:

  1. Raise the Concern Early
    Patients are encouraged to raise clinical concerns directly with their treating physiotherapist at the earliest opportunity. Often, issues can be resolved quickly through open discussion.
  2. Formal Complaint Submission
    If the issue is not resolved, patients may submit a formal complaint by email to:
    steven@boostphysio.com
    or in writing to:
    BOOST PHYSIO, 16 Parson Street, Hendon, NW4 1QB
  3. Acknowledgement of Complaint
    All clinical complaints will be acknowledged in writing within 3 working days of receipt.
  4. Investigation Process
    The Clinical Director or a senior clinician will review the complaint, including:
    – Patient notes and clinical records.
    – Communication logs and treatment history.
    – Discussion with the treating clinician(s) where necessary.
  5. Response Timeline
    A written response will be provided within 10 working days. If a more detailed investigation is required, we will notify the patient and provide an expected timeline.
  6. Outcome & Resolution
    We aim to resolve complaints through:
    – Explanation and clarification.
    – Clinical review or reassessment.

– Amendments to care plans or clinician assignment.

– If training needs are identified, these will be provided to team members involved.

7. Escalation

If the complainant remains dissatisfied, they may escalate the complaint to the Health and Care Professions Council (HCPC). https://www.hcpc-uk.org

2. Customer Service Complaints

These may include (but are not limited to):

– Complaints about politeness or behaviour.

– Delays in responding to enquiries.

– Issues with appointment scheduling.

– Billing concerns or insurance claims disputes.

– Cleanliness, comfort or accessibility of facilities.

Procedure For Dealing With Customer Service Complaints:

1. Initial Feedback

Clients are encouraged to raise concerns directly with the clinic manager or reception team. We often resolve service issues quickly at this level.

2. Formal Complaint Submission

For more serious or unresolved matters, complaints should be submitted by email to:

steven@boostphysio.com

or in writing to:

BOOST PHYSIO, 16 Parson Street, Hendon, NW4 1QB

3. Acknowledgement of Complaint

All service-related complaints will be acknowledged within 2 working days.

4. Investigation Process

The Clinic Manager will:

– Review communications and clinic records.

– Speak with involved team members.

– Investigate billing or administrative concerns.

5. Response Timeline

A written response will be provided within 7 working days. If additional time is required, the complainant will be informed.

6. Resolution

Where appropriate, we will offer:

– Apology and explanation.

– Correction of any errors (e.g. billing, appointment errors).

– Service improvements.

 

We take all complaints seriously and treat them with sensitivity and discretion. BOOST PHYSIO is committed to continuous improvement and views every complaint as an opportunity to enhance our service and care.