Complaints Procedure - SP Therapy Services

We are committed to providing a high quality, accessible and responsive service to patients, their support network and referring agents. However, if you believe that things have gone wrong, please send us your complaints and comments. We will take them seriously.

If you have a complaint to make about the services we provide, we have created the following procedures to help you:

How to make your complaint

If you were unhappy with your treatment we would encourage you to discuss this with your treating therapist and give them the opportunity to rectify this situation, with the help of your input.

If you have a concern about how your accounts are handled please contact our Communications Coordinator in writing.

Emma Hayden

by email to: emma.hayden@sptherapyservices.co.uk

If you are not satisfied with how your complaint has been dealt with, you can discuss your complaint with the Director of SP Therapy Services.

Your complaint will be dealt with in the strictest confidence. Please forward your complaint either in writing, to

Susan Pattison, by email: susan.pattison@sptherapyservices.co.uk

Or call: 0161 764 3799

To enable us to deal with your complaint as quickly and as thoroughly as possible please include:

A clear description of the complaint and what you would like us to do to rectify this situation.
Your full postal address, phone number and email address.

What happens next?

We will investigate and provide a full explanation within 15 working days of receiving your complaint. If this is not possible we will explain why and give you a date by which you can expect a full reply.

User’s Views

One of the ways in which we continue to improve our services is by listening and responding to your views. We welcome any comments or suggestions you may have on our complaints procedure, to make sure it works as efficiently and effectively as possible.

Please send these for the attention of Emma Hayden our Communications Coordinator by phone on 0161 764 3799, or e-mail to

emma.hayden@sptherapyservices.co.uk

Reviews

"Susan Patterson at SP Therapy has supported Headway Salford for many years, and her dedication to the brain injury community is truly something special. She consistently goes above and beyond to make a difference for people living with brain injuries and the families supporting them.

Susan is the founder of the North West Brain Injury Forum, which has brought professionals and organisations together to improve support, understanding, and collaboration across the region. Her passion for raising awareness and improving services for those affected by brain injury shines through in everything she does.

Her commitment and hard work have rightly been recognised, including receiving the Headway Salford “Above and Beyond” Award. It’s a well-deserved honour for someone who gives so much of her time, knowledge, and compassion to others.

Susan is a true advocate for the brain injury community and a valued supporter of Headway Salford. People like Susan make a real difference, and the impact of her work continues to be felt by so many."
Sam Ashcroft

"SP Therapy Services have been a fantastic support to Headway Rotherham. Their visits to our group have made a real difference, especially through their engaging and accessible chair-based exercise sessions, which our members really enjoy and benefit from.

They are not only professional and knowledgeable, but also genuinely warm and encouraging, helping everyone feel comfortable and included. We are particularly grateful for their ongoing support in raising funds for our charity, which shows their commitment goes far beyond their sessions.

We highly value our partnership with SP Therapy Services and look forward to continuing to work together."
Sadie Bratt

"Very professional service and high quality of reports and communication to ensure best practice and outcomes for my clients."
Elaine O'Flaherty

"Excellent service! As always. I have worked with SP Therapy services now for close to 18 years and I rate them highly."
Linda Jooste

"I am delighted to endorse the team at SP Therapy Services. They consistently provide exceptional therapy and support their practice with sound, detailed documentation, which always arrives in a timely manner. The friendly clinicians are a credit to this fabulous company and it is evident that they always keep their patients at the centre of everything they do."
Janet Penny

"SP Therapy Services has supported Greater Manchester Spinal Injury Group for many years. Susan and Rebecca have demonstrated knowledge and skill and been adaptable to working in community settings. I would have no hesitation in recommending SP Therapy Services."
Greater Manchester Spinal Injury Group

"I just wanted to say a heartfelt thank you to Sue for everything she has done for our daughter who has FND.
Her patience, encouragement, and expertise have made such a difference, and we are truly grateful for the care that she has given to her ."
Julie Meara

"I referred one of my clients to SP Therapy Services for physiotherapy input. Jayne and the team have worked really hard to help my client meet and exceed their goals in a short period of time. They have provided regular updates and have been professional and empathetic at all times with my client and their family. I wouldn’t hesitate to recommend their services."
Grace Heppinstall