91 Billet Lane HORNCHURCH RM11 1XJ
77 Woodford Rd SOUTH WOODFORD E18 2EA
Tel: 01708 501150
020 8532 2922
Dealing with Your Concerns
If our service has fallen short of what you expected in any way, or if you are concerned about the way we have handled your personal information please accept my apologies. It is important that we fully understand where we have gone wrong. This page explains how we will deal with your concerns.
Step 1 Tell us about your concern and we will do our best to sort it out.
The quickest and best way to get help with your concerns is to speak directly to your practitioner or our practice manager Rose Burgess. Please telephone the practice on 01708 702200 and tell the receptionist that you have a concern and wish to discuss this urgently. Your call will be logged by the reception staff and you will be called back by your practitioner or the practice manager by the close of practice the same day. If your practitioner is not available then you will be called by the senior practitioner on duty that day.
The person you speak to will want to know the full details of your concern. It may be possible to resolve the issue immediatley. This may not be the case because more information needs to be collected, notes obtained or practitioners contacted. You will be told who will deal with your concern and how quickly you can expect a response. We will respond to your concern within one week.
Step 2 Make a formal complaint to the Practice Clinical Director
John Chaffey
If you are unhappy with the response you receive from step one or if you are unhappy with how we have collected, used, stored or shared your information, please contact us so that we can look into your concerns and try to put things right.then you may address your complaint to the clinic director, data controller and principal osteopath
Mr. John Chaffey B.Sc, D.O.
91 Billet Lane
Hornchurch
Essex
RM11 1XJ
or by e-mail to
If your concern is about Mr. Chaffey then please contact the practice manager Rose Burgess who will advise you of the most senior person who will contact you directly to deal with your concern.
Your concern will be acknowledged in writing. Mr. Chaffey will contact you at no less than weekly intervals to inform you of the progress of any investigation. You will be informed in writing of the outcome of the investigation.
Step 3 Mediation
If you are unhappy with the outcome of the first two stages or you feel unable to bring a concern directly to us we will provide a professional mediator. This is an independent professional who will contact you to establish the full details of your concern, they will then place your concern before the practice. There may be a period of discussion and perhaps some mediated meetings but the decision reached by the mediator will be binding on the practice.
Step 4 Professional registration body
The final step for handling your concern is for it to be handled by one of the Statutory Registration bodies for Health Care. This is should be a last resort as the process is long and the registering body will like to see that all other avenues have been exhausted.
Osteopaths are regulated by the General Osteopathic Council
General Osteopathic Council
176 Tower Bridge Road
London
SE1 3LU
UKTel: +44 (0) 20 7357 6655
Fax: +44 (0) 20 7357 0011
E-mail: contactus@osteopathy.org.uk
Podiatrists are regulated by the Health Care Professions Council (HCPC)
Park House,
184 Kennington Park Road,
London, SE11 4BU,
Tel:+44 (0)845 300 6184
E-mail: ftp@hcpc-uk.org
If you remain unhappy after receiving our response regarding our handling of your data, you can complain to the Information Commissioner’s Office, the UK regulator for data protection.
Telephone: 0303 123 1113
Website: ico.org.uk/make-a-complaint/