3rd February 2015

Feedbacks, Complaints & Testimonials

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We strive to provide the best service possible in everything we do and your feedback is invaluable in maintaining standards. If you feel we have not lived up to your expectations then please let us know. Equally if you feel you had a positive experience then please send us a testimonial.

Our concerns & complaints procedure is only to be used if you have a concern or complaint about one of our osteopaths or the service provided by support staff at the clinic.

We hope that most problems can be sorted out quickly and easily directly with the person responsible or a colleague. We would encourage you to raise issues as soon as they happen or as soon as you can. However, we realise that this is not always possible or your problem may not be able to be sorted out in this way. In these instances we would hope you will contact us at another time, or you may wish to make a formal complaint. If this is the case please let us know as soon as possible, preferably in writing, detailing what your concerns are and, if possible, what action you would like us to take.

Alternatively you could make an appointment with one of our osteopaths to discuss the matter further. We take all complaints very seriously and will endeavour to deal with your complaint promptly and in confidence.

If you would like to make a formal complaint you should contact either:

Mr Jonathan or Mrs Philippa Slack
66 Westbourne Road
CF64 3HB

You should detail your concerns, who and / or which part of our service you are complaining about, when the process or incident took place and what you would like us to do to remedy the situation.

If you are not comfortable complaining directly to the practice, then we have arrangements with a senior member of the South Wales Osteopathic Society, who would be willing to assist you. In these circumstances please contact:

Mr Brian McKenna
Wellfield Clinic
17 The Globe Centre,
Wellfield Road,
Cardiff, CF24 3PE

Please write detailing your concerns, containing the information mentioned above and he will endeavour to assist you.

Once a formal complaint has been received, an investigation will be conducted, this may include a member of staff or other party contacting you in person to discuss the matter, the individual responsible may also be interviewed and a report produced. We will endeavour to

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss this with those concerned if this is what you would like.
  • Identify what we can do as a practice to ensure that this problem does not arise again.

The details of the investigation will be communicated to you either in person, at a meeting with those concerned or in writing within six weeks.

If you find this not to be satisfactory then for professional matters you can take your complaint to the General Osteopathic Council (www.osteopathy.org.uk)

If you are complaining on behalf of someone else, written consent from the person concerned giving you authority to act on his or her behalf will be needed.