Please first consider that I’m trying our best to help you. It may not feel like it, but I’m. I’m a caring of practitioner who I have the intention of reducing your pain and helping you to make a recovery from your injury or illness.
In the first instance please speak to me, as it may be possible to resolve it straight away.
If that does not resolve the issue, and you feel I have failed to live up to your expectations in any aspect of my work, there is a Complaints Procedure for you to use. The aim in every case is to give you a quick, but thorough, response to your concerns.
You can make a complaint in writing, email, telephone or in person (by appointment please). Correspondence should be addressed to:
Mr Mariusz Gornisiewicz,
Ortho Physio Clinic
62 Coldharbour Lane
London
SE5 9PU
Tel: 07417413969
e-mail: mario@orthophysioclinic.co.uk
If you are writing or emailing your complaint, please provide your telephone number if a response by telephone would be convenient. If not, I will usually reply by email unless you request otherwise.
I will acknowledge your complaint within two working days and fully respond within ten working days.
Right to Appeal
If you are not satisfied with a complaints decision, you may appeal, in writing, within seven working days. I will aim to respond to the appeal within ten working days of receiving your written request.
All appeals must set out the grounds on which you are making the appeal.
If however you are not satisfied, please contact your GP who can discuss the case with me – this may well be enough to resolve the issue.
If however you are still not fully satisfied you can make a complaint to the Chartered Society of Physiotherapy at the address below.
Complaints Officer, The Chartered Society of Physiotherapy, 14 Bedford Row, London WC1R 4ED, alternatively you can telephone 020 7306 6666.
Please be mindful that complaints take time to investigate, are stressful for me as well as you, and draw me away from patient care.
What did I do well?
Perhaps your therapist looked after you particularly well, or you had short waiting times, or you were cared for during your treatment. Try to focus on positive things. I’m motivated to provide you with the best possible care and providing feedback when things go well help keep me motivated, and helps your care too. Please do consider offering praise to me when things go well.