Making a Complaint

At JOsteopathy we are determined to offer our patients a top quality professional service. If you have a complaint or a concern about the service you have received please let us know. We take complaints very seriously and continually strive to improve the quality and standards of the service that we provide. Patient feedback is important to us and helps us develop and improve. We offer a four step procedure;

Step one

We hope that most problems can be resolved promptly and efficiently, often at the time they arise and with the person concerned. If this is not possible please ring Jasmine (the Osteopath) on 07757955097 or email (insert newly made email for website) and be clear that you wish to make a complaint. Jasmine will contact you back as soon as possible which may be at the end of the clinic session or at the end of the day.  Jasmine can discuss your complaint on the phone or book you in for an appointment to specifically discuss your concerns. All complaints will be logged and we will do our best to resolve the issue for you promptly and in confidence.

Step Two

If your problem cannot be resolved in this way and you wish to make a formal complaint, please let us know as soon as possible in writing. When lodging your complaint, please be as specific as possible, including all the facts that you consider to be relevant.

Complaints should be addressed to the practice owner, Miss Jasmine Chapman. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly and effectively. We will acknowledge your complaint in writing within five working days and will keep you informed at every stage and work with you to find a solution to the concern. Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed to authorize the complaint on their behalf.

Step Three

If communication is difficult we can ask for an impartial osteopath or healthcare professional to mediate and again help to find a solution to your concern.

Step Four

If you wish to instigate a formal complaint with the regulatory body, the General Osteopathic Council (GOsC), they can be contacted via telephone 020 7357 6655 Ext 224 during office hours or e-mail at regulation@osteopathy.org.uk. Please note they can not award compensation.

Before contacting the GOsC please read the following guidelines they provide: https://www.osteopathy.org.uk/news-and-resources/document-library/fitness-to-practise/how-to-complain-about-an-osteopath-leaflet/