• 09 APR 13

    Complaints and late cancellation policy

    Missed or late cancellation Policy

    It is important that you are on time for each appointment as patients are booked every 30-40 minutes. If you are more than 10 minutes late you may not be seen. We advise you to read our missed appointment or late cancellation policy which details our policy on this matter.

    Private self funding Patients

    If you do not attend an appointment without prior notification you will be charged 50% of the fee for the missed appointment.

    If you cancel an appointment with less than 24hrs notice and we cannot fill your appointment you will be charged a 50% fee for the appointment.

    NHS Patients

    If you need to cancel an appointment, please give at least 24 hours notice by contacting the reception team on 01803 500155.

    If you are more than 10 minutes late for your appointment you will not be seen. This will be counted as one of your sessions. Your Osteopath may have time to discuss your case with you but not time to treat you. A further appointment can be made at this time.

    If you miss your initial assessment appointment (Do Not Attend – DNA) and do not contact us within 7 days, you will be discharged from the Service.

    Once treatment has commenced, if you miss a follow up appointment and do not contact us for 7 days, you will be discharged from the Service and your GP will be informed.

    If you DNA your initial assessment or one of your follow up appointments and contact us within 1 week you may make a further appointment to continue your care package.

    Short notice cancellations (less than 24 hours) will also be counted as one of your sessions if we cannot fill the slot with someone else.

    If you miss 2 of your sessions (DNA or short notice cancellation), you will be discharged from the Service.

    If you feel you have been treated unfairly we have a complaints procedure which gives details of how to make a complaint.

    Complaints Procedure

    South Devon Osteopaths Ltd (SDO) always endeavours to make sure that you receive the highest standard of care during your time as a patient. We welcome comments about the services we offer and regret any patient having cause to make a complaint.

    We accept and are sorry that on occasion the service we give may not be to an individual’s satisfaction. Consequently if you are unhappy with the standard of care you have received or with the way we have organised your care, we would like to hear about it and recognise that it may be important for you to make a complaint.

    We operate a Complaints Procedure for dealing with complaints.  Our system meets national criteria.  This Procedure does not deal with matters of legal liability of compensation, but we hope you will use it to give us an opportunity of looking into, and if necessary, correcting any problems that may have arisen or mistakes that have been made.

    How to complain

    We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

    • Within 6 months of the incident that caused the problem; or
    • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident


    Complaints should be addressed to our clinic director, Mr P Hatton.  Alternatively, you may ask for an appointment in order to discuss your concerns.  He will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.  It will be helpful if you are as specific as possible about your complaint.

    What we shall do

    We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.

    When we look into your complaint, we shall aim to:

    • Find out what happened and what went wrong
    • Make it possible for you to discuss the problem with those concerned, if you would like to do this.
    • Make sure you receive an apology where, this is appropriate.
    • Identify what we can do to make sure the problem does not happen again.


    Complaining on behalf of someone else

    Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by them will be needed, unless they are incapable (because of illness) of providing this.

    Complaining the General Osteopathic Council.

    Further to the processes outlined above, the General Osteopathic Council (GOsC), the regulator of the osteopathic profession, may be contacted. Here you should direct your concerns to the Fitness to Practise department where they will be able to advise you on an appropriate course of action. The GOsC contact details are:

    General Osteopathic Council
    176 Tower Bridge Road
    London SE1 3LU

    Tel: +44 (0) 20 7357 6655
    Fax: +44 (0) 20 7357 0011

    The GOsC’s complaints procedure can be found at:


    Other useful resources:

    The Care Quality Commission (formerly the Healthcare Commission):

     The Care Quality Commission (CQC) is the independent regulator of health and social care in England. Their aim is to make sure better care is provided for everyone, whether that’s in hospital, in care homes, in people’s own homes, or elsewhere. They regulate health and adult social care services, whether provided by the NHS, local authorities, private companies or voluntary organisations.

    They can be contacted at:

    CQC National Correspondence
    PO Box 1258
    Newcastle upon Tyne
    NE99 5AU


    Telephone: 03000 616161
    Email: enquiries@cqc.org.uk


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