Complaints
Patient Complaints Procedure
At Parker & Jones Therapy, we are committed to providing high-quality care across all our services—including Physiotherapy, Osteopathy, Counselling, Shockwave Therapy, Sports Massage, and Women’s Health.
We understand that sometimes things don’t go as expected. If you are unhappy with your treatment or your experience at the clinic, we want to hear from you. Your feedback is essential in helping us improve our standards and your future care.
1. How to Raise a Concern
2. Our Process: What to Expect
We take every complaint seriously and will handle yours with discretion, sensitivity, and speed.
| Stage | Action | Timeline |
|---|---|---|
| Acknowledgement | We will confirm we have received your complaint. | Within 2 working days |
| Investigation | Our Clinic Manager will review the details and speak with the staff involved. | Within 10 working days |
| Response | You will receive a formal written explanation and a proposed resolution. | Within 15 working days |
3. Specialised Concerns
Because we offer diverse treatments, we handle specific complaints with extra care:
- Counselling: We recognise the sensitive nature of mental health support and ensure absolute confidentiality throughout the process.
- Women’s Health & Physical Therapy: If your complaint involves a sensitive physical examination, you may request to speak with a specific staff member (e.g., a female manager).
4. If You Are Not Satisfied
We will always aim to come to a resolution that you are happy with, but you are unhappy with our internal response, you have the right to escalate your complaint to the relevant professional regulatory body. These organizations ensure that healthcare practitioners meet national standards:
- Physiotherapy & Women’s Health: Health and Care Professions Council (HCPC)
- Osteopathy: General Osteopathic Council (GOsC)
- Counselling: British Association for Counselling and Psychotherapy (BACP) or UKCP
- Sports Massage: The Federation of Holistic Therapists (FHT) or relevant governing body
Our Commitment to You: Making a complaint will not negatively affect your future care at our clinic. We view complaints as an opportunity to learn, grow, and better serve our community.
