If you have a complaint or concern about the level of care you have received from any practitioner or member of the Body Mechanix team, please let us know.
Please make your complaint known to Claire Mckenna, Clinic Director, or David Mckenna, Clinic Assistant either in person, by phone (01582 945900), email ([email protected]) or post (69b High Street, AL5 1RH). If you telephone us or speak to us in person, your complaint will be logged, and we will attempt to resolve the issue immediately. If your complaint cannot be solved immediately, we will escalate the matter internally with the clinic director and we may also consult our external governing body for additional guidance. We will also keep you regularly updated and give you a timescale that additional responses will be given while we investigate your complaint.
We aim to:-
• Find out what happened and what went wrong
• Make sure you receive an explanation and apology if this is appropriate
• Deal with your complaint and reach an amicable solution
• Identify what we can do as a practice to ensure that this problem does not arise again
Our promise to you is that we shall:
• Treat your complaint seriously
• Work to resolve your complaint promptly and in confidence
• Learn lessons and use them to review and where appropriate improve our service
If you do not feel that your complaint has been resolved to your satisfaction you can talk to an independent source by ringing our principal governing body, the Institute of Osteopathy on 0800 110 5857, or email [email protected]. They will be able to advice you on further proceedings should you not feel your complaint has been dealt with appropriately.
