At Manchester Occupational Therapy Services, we strive to provide high-quality services. However, we understand that there may be occasions where you feel dissatisfied with the service you have received. We take all complaints seriously and aim to resolve them promptly and fairly.
If you have a complaint, please follow these steps:
Informal Resolution
In the first instance, we encourage you to discuss your concerns with the Occupational Therapist directly involved. They will make every effort to resolve the issue swiftly and informally and to your satisfaction and will seek the advice of management if required.
Formal Complaint
If you are not satisfied with the resolution or prefer to make a formal complaint, you can do so by contacting our Operations Manager in writing, by email, or by phone. Please provide details of your complaint, including the nature of the issue, any relevant dates and other relevant information.
We aim to acknowledge receipt of your complaint within 5 working days and provide you with a formal written response within 10 working days. If we require more time to investigate your complaint thoroughly, we will inform you as soon as possible of the expected timeframe for resolution.
Upon receiving your complaint, we will conduct a thorough investigation, which may involve gathering additional information and speaking with relevant parties. We will keep you informed of the progress and any developments throughout the process.
Once the investigation is complete, we will provide you with a written response outlining the findings and any actions taken or proposed to resolve the complaint. If you are not satisfied with our response, you may request a review by a Director.
We will handle your complaint with sensitivity and respect for your privacy. All information provided will be treated confidentially and in accordance with relevant data protection laws. We will maintain records of complaints and their resolutions for internal review, training and improvement purposes.
If you are not satisfied with the outcome of your complaint or our handling of it, you may escalate the matter to the relevant regulatory body or professional association.
Clare Cliff, Operations Manager