Handling Complaints

Handling Complaints


ARCHIVED PRODUCT N.B. This product is based on the 2012 Osteopathic Practice Standards and therefore may not reflect current legislation.

This is the policy you hope you will never need to use.   It is a requirement of Practice Standards that you have a procedure for responding to complaints.

The last thing any practitioner wants is to receive a complaint. Being equipped to recognise and respond to dissatisfaction quickly and effectively can prevent a complaint from escalating. You may practice in fear of receiving a complaint but being prepared with the knowledge of how to act will reduce your fear. If you receive a complaint you will know how to respond, and techniques to prevent escalation of the situation.

Fulfil the practice standards and be equipped with good procedures – be prepared. This policy has been read and approved by insurers.

  • Recognise complaints early
  • Equip your practice staff to know how to respond to complaints
  • Know the actions to take if you receive a complaint
  • Learn how to use complaints as a positive experience
  • Understand what the duty of candour means for your practice
  • Use the template complaints procedure for your website and practice
  • Audit your complaints procedures

Purchase the download and receive 2 files – The information, policies and procedures and an editable version of the resources.