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Plus Physio Policies
Cancellation PolicyWe understand that sometimes it maybe necessary to cancel an appointment. As a small business, missed appointments and late notice cancellations can have a significant impact. Please let us know as soon as possible if you are unable to attend. For appointments cancelled with less than 24 hours notice the full appointment fee will be payable. If you are unsure whether you can attend, it's best to contact us as soon as possible. Our rights to cancel or reschedule. Very occasionally due to circumstances beyond our control, it may be necessary to cancel or reschedule your appointment, even once a booking has been confirmed. Late arrival If you are more than 15 minutes late for an appointment, we may still need to end the appointment at the scheduled time in order not to impact other patients. Alternatively, you may choose to reschedule your appointment with the full fee payable.
Complaints Policy and Procedures for PatientsWe aim to provide the highest quality services possible through the delivery of safe, effective, and person-centred care. We use the views and experiences of people who use our services to make continuous improvements. Our complaints process is a key component of this. Plus Physio Principles for Managing Complaints Plus Physio aims to resolve complaints as quickly as possible, particularly through an immediate informal (verbal) response The first stage is local resolution whereby your complaint would take the form of a verbal or written submission to the clinician who treated you or the team member involved. Local resolution exists to help resolve complaints quickly where a more formal complaint may not be required. For example, the complaint may be the result of a simple misunderstanding where a verbal explanation and if necessary an apology could resolve the complaint. If a resolution cannot be reached, Plus Physio will inform the complainant of how they can escalate their complaint or obtain an independent review of their complaint (if appropriate) How to Complain If you are not happy with your experience or treatment, or that of someone you care about, we would encourage you first speak to the person responsible for providing the care and resolving problems – for example, the clinician or therapist. If you are not satisfied with the outcome of this resolution, you can contact us via the details below to make a formal complaint in writing. If you wish to complain about your treating clinician, but do not wish to contact them directly, you can do so by contacting us via the details noted below, and we will treat your complaint formally in line with our Complaints Policy and Procedure. For complaints in writing please write a letter or email using the contact information below: Plus Physio 5 Deans Farm Buildings Stratford Sub Castle Wiltshire SP13YP Where to get independent advice if unhappy? Any complainant who is still unhappy after we have concluded our investigations and provided a response can seek an independent help; The Health and Care Professions Council (HCPC) is the regulatory body that handles complaints concerning the professional conduct and performance or fitness to practice of a physiotherapy registrant. They can be contacted at email@example.com The Chartered Society of Physiotherapy (CSP) is responsible for maintaining and protecting the reputation of the physiotherapy profession as well as that of the Society. If a CSP member has acted in a way to damage public trust or confidence (including on social media), please email firstname.lastname@example.org Or you can write to the Chartered Society of Physiotherapy: Chartered Society of Physiotherapy 14 Bedford Row London WC1R 4ED www.csp.org.uk
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