We aspire to provide the highest standard of care possible throughout your visit. However, if you are unhappy with the treatment or have any concerns about the service you have received please let us know. For such circumstances, we have a complaints procedure in place.
Our Principles for Managing Complaints
- Forward Step Physiotherapy aims to resolve complaints as quickly as possible, particularly through an immediate informal (verbal) response
- Forward Step Physiotherapy will ensure that all complaints are handled promptly, openly, and thoroughly
- Forward Step Physiotherapy complaints procedure will be fair to the complainant and staff
- Forward Step Physiotherapy will ensure the process is supportive and will lead to improvement in the standards of service delivery and patient care
- Forward Step Physiotherapy will carry out an investigation to find a resolution
- If a resolution cannot be reached at local level, Forward Step Physiotherapy will inform the complainant of how they can escalate their complaint or obtain an independent review of their complaint (if appropriate)
To Whom Should I Raise my Concern/Complaint Initially?
The first stage of our procedure is we encourage you to speak with your therapist to see if this can resolve your concern. We aim to resolve concerns and complaints quickly, and provide you with a service you expect.
If local resolution has not been successful or if you feel your complaint requires escalating to a higher authority, you will need to put your complaint formally in writing:
Please write to us:
Tracy Jackson or Kathy Francis
Forward Step Physiotherapy
New College Community Sports Centre,
New College Drive,
We aim to acknowledge receipt of the complaint with 5 working days
A full response within 30 working days.
You should be kept informed of progress if, for any reason, this is not going to happen.
If for any reason, you are unhappy with Forward Step Physiotherapy’s formal response to your complaint, then you should consult with the person/organisation that referred you in the first instance. Or you can write to the Chartered Society of Physiotherapy which is our professional governing body:
Chartered Society of Physiotherapy
14 Bedford Row
Please be assured that all your comments and suggestions will be dealt with in a confidential and sensitive manner.