Complaints & Feedback
Client feedback helps to measure whether services are meeting client needs and expectations.
Policy
Client feedback helps to measure whether services are meeting client needs and expectations. Our philosophy is that while praise is always welcome, constructive criticism is truly useful.
Where possible, clients and others are encouraged to raise any concerns directly with Therapy House employees, who are trained to make sure clients feel confident that any feedback made at the practice will be handled appropriately.
Often, feedback can be responded to and resolved at the time the client or other person makes their perspective known.
All employees are aware of their professional and legal obligations regarding the mandatory reporting of any unprofessional conduct.
Procedure
Clients and others have opportunities to register feedback either verbally to employees, in writing or via a suggestion box. In addition, client experience feedback is systematically collected at least every 12 months.
Depending on the nature of the feedback and if necessary, advice received from the practice’s insurance company, feedback is recorded and actioned, with a copy placed in the client’s record if related to care.
If a complaint cannot be resolved, the practice or practitioner are able to advise the client on who they can contact to escalate the issue. This can include the practitioner’s governing body or registration body.
Annual Surveys
Therapy House seeks structured / systematic client experience feedback at least once every year.
Feedback collected includes, but is not limited to, the following categories that are considered critical to clients experiences:
- Access and availability
- Information provision
- Privacy and confidentiality
- Continuity of care
- Communication skills of the practitioner and staff
The data collected is examined. Findings, including any improvements made, are communicated back to clients, and information is made available in the waiting room.
Verbal Complaints
All employees should be prepared to address feedback as it arises.
When receiving verbal complaints, employees should consider the following, in order to reduce client anxiety and hostility that could possibly lead to litigation:
- Handle all complaints seriously, no matter how trivial they may seem
- Acknowledge the client’s right to complain
- Verbal complaints made in person should be addressed in a private area of the practice where possible
- Avoid blaming others
- Be open, empathise with the way the client is feeling
- Address the client’s expectations regarding how they want the matter resolved
- Assure the client that their complaint will be investigated and the matter not overlooked
- Offer the client the opportunity to put the complaint in writing
- Document all complaints and other relevant information, and place this in the complaint folder so the employee designated to handle complaints is informed, even if you believe the matter has been resolved
- Alert the practitioner or relevant staff about a disgruntled or hostile client, so that they can assist diffuse the situation
Written Complaints
Therapy House has identified an employee to be the person responsible for feedback collection, and the analysis and handling of complaints.
When a complaint is received in writing:
- If the complaint is related to treatment, refer it directly to their practitioner whenever possible. If this is not appropriate refer it to the practice manager
- Acknowledge the client’s right to complain, and respond within 10 working days, or as quickly as possible
- Telephone the client to let them know that the practice is working on the problem
- Respond to all complaints promptly in an open and constructive manner, including an explanation and if appropriate, an apology
- Work with the client to resolve the complaint and communicate the outcome with the client, including any changes made as a result of the complaint
- Where a complaint is made against an employee, provide the employee with an opportunity to discuss the details in a private setting as soon as practical
- As a routine, contact the practice’s indemnity insurer when there is a serious complaint that may give rise to a legal matter. Seek advice from the insurer on resolving the complaint before any action is taken
- Ensure the complaint does not adversely affect client care
- Record the complaint, investigation, and actions taken.