Feedback and Complaints

Your Experience Matters to Us

At Queens Physiotherapy, we are committed to providing the highest level of care and ensuring every patient feels supported and valued. If you have any concerns about the care or service you have received, we want to hear from you. Your feedback allows us to improve and ensure we continue to deliver the excellent care that our patients deserve.

How to Raise a Concern or Make a Complaint

If you are unhappy with any aspect of your care, we encourage you to let us know as soon as possible. Our team is here to listen and respond promptly to any concerns you may have.

You can raise a complaint in the following ways:

1. Speak to a Member of Our Team
   If you feel comfortable, please discuss your concern with your treating physiotherapist or a member of our reception team.
   Often, issues can be resolved quickly and informally.
2. Contact Us in Writing
   If you prefer, you can submit a formal complaint by email or letter. Please include:
   • Your name and contact details
   • A description of your concern or complaint
   • The date(s) of your appointment(s)
   • Any relevant details or outcomes you are seeking
3. Phone Us
   You can also contact us directly by phone to discuss your concerns.

Our Complaints Process

We aim to resolve complaints efficiently, fairly, and with full transparency. Here is what you can expect:

1. Acknowledgement
   We will acknowledge receipt of your complaint within 3 working days.
2. Investigation
   Your complaint will be thoroughly investigated by a senior member of our team. This may include reviewing records, speaking to staff members involved, and gathering all necessary information.
3. Response
   We will provide a formal response within 10 working days of acknowledging your complaint. If more time is needed, we will keep you updated throughout the process.
4. Resolution
   Our aim is to resolve any concerns to your satisfaction. We will explain our findings clearly, address any issues, and take steps to ensure similar problems do not arise in the future.

Ongoing Feedback

At Queens Physiotherapy, we value all forms of feedback—positive and negative. Your experiences help us to improve our services and continue delivering exceptional care to all of our patients. If you have suggestions for how we can enhance your experience, please do not hesitate to share them with us.

Contact Us

If you need to raise a concern or make a formal complaint, please reach out:

We are here to listen, learn, and provide the care you deserve.