Feedback

Your feedback is important to us and helps us to shape our service for patients. We need to know when things go wrong, so we can learn from our mistakes and make improvements.

Whilst we pride ourselves in the quality of care, support and dedication we offer our clients we appreciate there may be situations where you may consider we have not met your expectations. If you have a concern or complaint about any aspect of your treatment, please let us know as soon as possible. Make your complaint either in person, by phone, by letter or in an email. Please give full details of the matter and we will undertake to treat it seriously, deal with it promptly and learn from it by reviewing or, if appropriate, improving our standards.

The person responsible for dealing with concerns and complaints is:

Richard Puddle

01666 817123

richard@themalmesburyclinic.co.uk

If you feel uncomfortable complaining directly to the practice or do not feel that your complaint has been resolved to your satisfaction you could alternatively contact:

Organisation

Institute of Osteopathy Complaints Resolution service

0800 110 5857

io@osteopathy.org

What we will do if you make a complaint

  • We will contact you as soon as possible and arrange a suitable time and method of discussing your concerns.
  • We will discuss with you actions that you would like us to take to resolve the issue.
  • We will investigate your complaint fully and provide you with a written response.
  • We will keep you informed throughout the process of the action we are taking and when you can expect to hear from us.
  • The investigation of your complaint during the following few days will aim to :

    1. Find out what happened and what went wrong.

    2. Make sure you recieve an explanation and an apology where appropriate.

    3. Identify what I can do to ensure that this problem does not arise again.

    If you are concerned about safety and would like to make a formal complaint with the regulatory body, contact the General Osteopathic Council. Please note that the General Osteopathic Council cannot award compensation.

    General Osteopathic Council

    0207 357 6655 ext 224

    regulation@osteopathy.org.uk

    It is with great regret that we announce that The Malmesbury Healthcare Clinic will be closed until further notice.

    Despite us taking every single precaution we can in the past few weeks, we have decided that we really must put our patients first and do our bit to reduce the chance of spreading the Coronavirus.

    Apologies to anyone booked in this coming week. We will be in contact with you all individually to talk through options. We will be offering digital consultations and phone advice during this difficult period and will be resuming 121 treatments the moment we feel it is safe to do so.

    For more information on our appointment options, please call on 01666 817123 or email on contact@themalmesburyclinic.co.uk. We wish everyone the very best in these tricky times and look forward to seeing each and every one of you when it has passed.