Patient Complaints Procedure
We want every patient to receive safe, respectful and professional care.
If you are unhappy with any aspect of your care or your experience with the practice, please tell us. We take complaints seriously and use them to help identify areas where our service can improve.
You will not be treated unfairly because you have made a complaint.
1. What can you complain about?
You can raise a concern or complaint about any aspect of our service, including:
- your physiotherapy consultation;
- communication;
- appointment arrangements;
- administration;
- privacy or confidentiality;
- handling of your personal information;
- clinical care;
- staff conduct;
- accessibility;
- payment or administrative issues; or
- another aspect of your experience with the practice.
2. How to make a complaint
You can initially raise a concern informally if you feel comfortable doing so.
If you would like to make a formal complaint, please contact:
Claire Patella
Complaints contact: Claire Robertson
Email: info@clairepatella.com
You can make your complaint verbally or in writing.
Where possible, please provide:
- your name and contact details;
- the date of the appointment or event;
- what happened;
- why you are unhappy;
- any relevant documents or information; and
- what you would like us to do to resolve the issue.
You do not need to know which member of staff was responsible before making a complaint.
3. Acknowledgement
We will acknowledge receipt of a formal complaint as soon as reasonably practicable.
We may contact you if we need additional information to investigate the matter.
4. Investigation
Your complaint will be reviewed fairly and objectively.
Depending on the nature of the complaint, this may involve:
- reviewing your clinical records;
- reviewing appointment or correspondence records;
- speaking with the people involved;
- reviewing relevant policies and procedures; and
- seeking appropriate professional or legal advice where necessary.
Your complaint will be handled confidentially and information will only be shared with people who need it for the purposes of investigating and responding to the complaint.
5. Response
We aim to provide a written response within a reasonable period.
If the investigation is likely to take longer than expected, we will let you know and explain why.
Our response will explain, where appropriate:
- what we found;
- whether we consider your complaint to be upheld, partially upheld or not upheld;
- any action we intend to take; and
- any further steps available to you.
6. If you are unhappy with our response
If you remain unhappy after our response, please contact us and explain why.
We will review the matter where appropriate and consider whether any further action is required.
7. Professional concerns
Claire Robertson is a physiotherapist regulated by the Health and Care Professions Council (HCPC).
If your concern relates specifically to professional conduct, competence or fitness to practise, you may also contact the HCPC.
Health and Care Professions Council (HCPC)
Website: https://www.hcpc-uk.org/
The HCPC is the statutory regulator for physiotherapists in the UK.
8. Data protection complaints
If your complaint concerns the way we have collected, used, stored or disclosed your personal information, please contact us first at:
Data protection contact: Claire Robertson
Email: info@clairepatella.com
You also have the right to complain directly to the Information Commissioner’s Office (ICO).
Information Commissioner’s Office
Website: https://ico.org.uk/
The ICO is the UK’s independent authority responsible for upholding information rights.
9. Safeguarding concerns
If your concern relates to the safety or safeguarding of a child or vulnerable person, please tell us as soon as possible.
Safeguarding concerns may require information to be shared with an appropriate authority or professional even where ordinary confidentiality would otherwise apply.
10. No disadvantage for making a complaint
You will not be refused appropriate care or treated unfairly because you have raised a genuine concern or complaint.
We will treat you with respect throughout the complaints process.
Procedure last updated: 15.09.26