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

Marie Oxtoby

I am the Chair/Co-ordinator of Bolton Neuro Voices, a small local charity. I first contacted SP Therapy Services in 2012 when I was looking for a neuro physiotherapist to help us pilot a new Hydrotheraoy Course for people with long-term neurological conditions. Since then Susan Pattison and her staff have helped us to deliver ten courses to a total of more than 200 people and to facilitate the progress of many on to ongoing Continuation Programmes. Her expertise and willingness to listen and respond to our needs and those of our very varied participants is hugely appreciated and our partnership has gone from strength to strength. I unreservedly recommend this practice.

Amanda Knight

Andy provided a very thorough and considered physiotherapy assessment of a client with complex needs. His report was to a very high standard and underpinned all immediate and long term therapy needs. Thank you!

Elaine O'Flaherty

Very professional service and high quality of reports and communication to ensure best practice and outcomes for my clients.

Suzanne

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

Janet Penny

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.