Complaints Policy

Llandovery Osteopathy aims to ensure that the whole community feels happy and secure in their treatment and in all contacts with the clinic. There is an awareness, however, that things can go wrong and therefore we welcome suggestions and comments from patients and carers. We take seriously any complaints and concerns that may arise.

Many concerns that patients and carers have do not necessarily call for complaint, but should still be brought to the clinic’s attention. Help can only be given about issues that are known.

This policy is made available to patients and carers through the clinic website or as a hard copy if requested. It is applicable to all patients and carers at the clinic.

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Concern – Defined

A concern is likely to require discussion, perhaps involving the clinician and patient or carer, and it is hoped that it can be resolved quickly by such a discussion and appropriate action. A concern is dealt with through the normal daily structures of the clinic. If this does not resolve the concern then it could become a complaint.

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Complaint – Defined

A complaint will be treated as an expression of genuine dissatisfaction, which needs a response and is likely to arise when there are issues related to physical or emotional well-being, or over security, or when the clinic’s stated aims or values are being ignored.

A breach of the law will always constitute a complaint.

Any matter about which a patient or carer is unhappy and seeks action by the clinic is now a complaint.
A written record is kept of all formal complaints, and whether they are resolved at the preliminary stages or proceed to a further stage.

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Complaints Procedure

The clinic will endeavour to deal with complaints within a reasonable time and in a courteous and efficient way and, where appropriate, will take action.

It is the clinic’s policy that complaints should not ever rebound on the person making the complaint.

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Stage 1 – Informal

Wherever possible it is best to raise an issue face to face with the person most closely concerned with the matter. Please make an appointment with Eleanor Thornley to allow for a suitable period of time to be available to discuss the issues fully. This normally results in the matter being resolved immediately and often to your satisfaction. You will not be charged for an appointment.

You may ask for a meeting with Eleanor to raise your concern and again the matter will normally be resolved quickly to both parties’ satisfaction. In this instance the time frame to manage the complaint will be immediate and feedback will be verbal providing that a satisfactory outcome has been achieved.

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Stage 2 – Formal

If your complaint cannot be satisfactorily dealt with on an informal basis, you may make a more formal complaint in writing and the clinic will:

• Acknowledge your complaint in writing within five working days

• Inform you how the matter will be dealt with and how matters will proceed

• Carry out any necessary investigations

• Send a letter to explain the conclusion to you, along with reasons for it and any action being taken or proposed

Your complaint or concern will remain confidential and all information treated with respect. Knowledge of it will be limited to Eleanor Thornley and those directly involved.

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We cannot rule out the possibility of the need to make third parties outside the clinic aware of the complaint and possibly the identities of those involved. This would only be likely to be necessary where a patient or child’s safety is involved or an illegal act has occurred. You will be kept fully informed where appropriate.

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Whilst information relating to specific complaints will be kept confidentially on file, we are unlikely to be able to pursue anonymous complaints.

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Action which needs to be taken under any relevant professional procedures as a result of complaints will be handled confidentially within the clinic.

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A complaint of this nature should normally be managed within fourteen working days. (Occasionally clinic holiday periods or exceptional circumstances may lead to a longer period being required, not longer than twenty-eight days.)

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Stage 3 – Independent Investigation

If your concern has still not been satisfied you may wish to seek independent legal advice. You may also contact the governing body of the clinician involved. In this case, that is:

General Osteopathic Council
www.osteopathy.org.uk
Tel: 020 7357 6655
Email: regulation@osteopathy.org.uk

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If a Child is at Risk

If a child appears to be at risk, the clinic’s safeguarding policy and guidelines will be followed, as will the guidelines of the appropriate local authority safeguarding board. In these cases, both the parent and the clinician will work together and with the relevant authorities.

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Records

Written records, statements and correspondence relating to individual complaints will be kept confidential except where an official body conducting an inspection requests access to them.

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This record will state whether the complaint was resolved at a preliminary stage or progressed to a further stage and will be kept for a minimum of three years. All complaints that reach a formal written stage will be recorded in the summary log kept securely by Eleanor Thornley. This log will be made available to inspectors from appropriate bodies.

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Eleanor Thornley
Llandovery Osteopathy
Updated: July 2025