Complaints Procedure

Our commitment

King’s Lynn Chiropractic Clinic is committed to providing professional, respectful and high-quality care. We welcome feedback and recognise that there may be occasions when a patient or representative is unhappy with an aspect of care, communication or their experience at the clinic.

Raising a concern or complaint will not adversely affect the care you receive from us.

Raising a concern

Where you feel comfortable doing so, you are welcome to raise a concern directly with your practitioner, our Practice Manager or a member of the reception team. Many concerns can be resolved quickly through discussion. You do not have to raise the matter directly with the practitioner concerned if you would prefer not to.

Making a formal complaint

A formal complaint can be made by email, telephone or in writing using the contact details above. It is helpful to include your name, the practitioner or service involved, what happened, when it happened and what you would like us to consider.

If you need help making a complaint or require information in a different or more accessible format, please tell us and we will make reasonable adjustments wherever possible.

What happens next

• We aim to acknowledge a formal complaint within 3 working days.
• The complaint will be reviewed by an appropriate senior member of the clinic team who was not directly involved wherever reasonably possible.
• We may speak with the practitioner or staff involved and review relevant records so that we can understand what happened.
• We aim to provide a full response within 20 working days. If more time is needed, we will explain why and keep you informed.

Our response will aim to address the concerns raised, explain what we have established, apologise where something has gone wrong, explain any action or learning arising from the complaint and tell you about any appropriate further options.

Confidentiality

Complaints are handled respectfully and as confidentially as reasonably possible. Information will only be shared with people who need it to investigate, respond to or appropriately manage the complaint, or where disclosure is otherwise required by law or professional obligations.

Complaints about a chiropractor

Chiropractors practising in the UK are regulated by the General Chiropractic Council (GCC). If your concern relates to the professional conduct, competence, health or fitness to practise of a registered chiropractor, you may also contact the GCC for information about its concerns process.

General Chiropractic Council — concerns about a chiropractor

Complaints about an osteopath

Osteopaths practising in the UK are regulated by the General Osteopathic Council (GOsC). If your concern relates to the professional conduct, competence or fitness to practise of a registered osteopath, you may also contact GOsC for information about its complaints and concerns process.

General Osteopathic Council — complaints information

Other practitioners

Some therapies provided at the clinic are not regulated in the same way as chiropractic or osteopathy. Where a practitioner belongs to a relevant professional body or association, we can provide information about that organisation and any applicable complaints process.

Learning from complaints

Complaints and concerns are reviewed so that we can identify opportunities to improve patient care, communication, administration and clinic procedures. Where appropriate, changes may be made to our systems, staff training, policies or working practices.

Accessibility

If a disability, communication difficulty or other need makes it difficult to raise a complaint in the usual way, please contact the clinic and we will make reasonable adjustments wherever possible.