We are committed to providing a high standard of care and treatment to all our patients. We aim to ensure that every patient is treated with dignity, respect and professionalism, and that their experience at the clinic is positive from initial contact through to discharge.

We welcome feedback of all kinds, as it helps us to maintain and improve the quality and safety of our services.

We value positive feedback and welcome comments about your experience at the clinic. Compliments and constructive suggestions help us understand what we do well and where we may be able to improve.

If you would like to share feedback, please contact us using the following email address:

Email:
osteopathy@rebeccaparish.co.uk

If you are dissatisfied with any aspect of your care or treatment, you have the right to make a complaint. Complaints will be taken seriously, handled sensitively, and investigated promptly and fairly.

Complaints should be raised as soon as possible after the issue arises to allow for effective investigation.

Complaints should be directed to the Practice Manager, who is responsible for managing the complaints process.

Complaints may be made:

• In person
• By telephone
• In writing (letter or email)

Practice Manager Contact Details:

18 Lanurnum Road

Winnersh

Wokingham

RG41 5XL

07919 617 232

osteopathy@rebeccaparish.co.uk

Upon receipt of a complaint, the Practice Manager will:

• Acknowledge the complaint promptly
• Investigate the circumstances surrounding the concern
• Seek clarification from relevant staff members where appropriate
• Provide a clear explanation and, where appropriate, an apology
• Identify any learning points and make reasonable changes to procedures to prevent recurrence

A written response will be provided wherever possible.

All complaints and outcomes are recorded and reviewed as part of our clinical governance and quality improvement processes.

If you feel unable to raise your complaint directly with us, or if you believe your complaint has not been resolved satisfactorily, you may contact the Academy of Physical Medicine, an independent organisation that may assist with mediation.

Telephone: 01933 328150
Email: hello@academyofphysicalmedicine.co.uk

The General Osteopathic Council (GOsC) is the statutory regulator for osteopaths in the UK.

Many concerns can be resolved locally between the patient and the osteopath. However, you may wish to contact the GOsC if your concern relates to professional conduct, competence, or patient safety.

You can raise a concern via the GOsC website:

www.osteopathy.org.uk/raise-a-concern/raising-a-concern/

Or contact them by telephone on 020 7713 5155.

You should contact us immediately, and may also contact the GOsC, if you believe an osteopath is:

• Acting dishonestly, indecently or violently
• Working under the influence of alcohol or drugs
• Engaging in a personal relationship with a patient
• Examining or treating a patient without valid consent
• Practising incompetently
• Discriminating against a patient based on ethnicity, background, identity or protected characteristics

Submitting a complaint to the GOsC initiates a formal legal process, which may take up to two years to conclude.

The GOsC will assess whether:

• The concern falls within their regulatory remit
• The matter is sufficiently serious to require formal action
• There is adequate evidence to proceed

Where appropriate, the complaint will be referred to the Professional Conduct Committee, which may hold a public hearing. Both parties are usually legally represented, and the patient may attend.

Please note that the General Osteopathic Council does not have the authority to award financial compensation.