Patients Charter

Our charter sets out the standards of service you can expect from

Trojan Physiotherapy Group, The Treatment & Rehabilitation Centre Team. In order to offer you the best service possible, we have set

ourselves high standards in addition to those included within the     Patients Charter. We actively check our performance against the standards we set and inform you of the results.

 

Our Standards

· You will be seen within 10 minutes of appointment time—if this is not possible, you will be informed of the reason without delay.

· You will be offered an appointment at your convenience.

· Your physiotherapist will introduce him/herself to you.

· We aim to answer the telephone within five rings and give you our name. We will try to answer your enquiry or we will get back to you as soon as possible.

 

Our Promise to You

We will

· Always be polite, considerate and friendly and help you with anything that you do not understand.

· Provide a clean, safe and secure treatment environment.

· Respect your privacy, dignity and cultural beliefs.

· Assess your individual needs and discuss assessment findings and treatment options with you.

· Ensure that the information you provide relating to your condition will remain strictly private and confidential.

· Advise you about the role you play in your treatment programme.

· Try to ensure that you are treated by the same physiotherapist each time you attend unless the member of staff is unavailable - for example due to sickness.

· Respect your wishes if you do not want to be treated by supervised student physiotherapists.

We welcome your comments, suggestions, complaints or compliments because your views help us to improve our service to you. A suggestion book is available in the Physiotherapy reception waiting area.  

If you wish to make comments or have problems of a minor nature, then you should speak to a member of staff as soon as possible, it is hoped that most problems will be able to be dealt with at this level and not reach the level of a complaint. 

 

How to Complain

 

If you are not satisfied with the service you have received then you may either:  

· Write your concerns in the suggestion book held in the reception waiting area. 

· Approach any member of staff who can give you our patient       information leaflet on the complaints procedure.

· Talk to the Practice Manager, Ms Leanne Baker (Email Leanne@TrojanPhysioGroup.co.uk) or use mobile number on front cover). 

A complaint is defined as “an expression of dissatisfaction that requires a response”. Trojan Physiotherapy Group complies with the Primary Health Care Local Complaints Procedure.  

For a complaint to be investigated in full it must be received in writing. A complaint should be made as soon as possible after the action giving rise to it. This will make a satisfactory resolution of the complaint more likely.