Complaints Policy

HACT – Health and Care Today Pvt Ltd
Version: V1
Date Issued: 12/06/2025
Next Review: 12/06/2026
Prepared by: Clinic Manager
Classification: Clinical Governance

1. Policy Overview

At HACT – Health and Care Today Pvt Ltd, we are committed to delivering high-quality, patient-centred musculoskeletal physiotherapy services. We value all feedback and recognise the importance of complaints in improving our care, professionalism, and overall service. If something goes wrong or falls short of expectations, we encourage you to let us know so we can address the issue promptly and fairly.

This policy outlines how patients or representatives can raise concerns, how we respond, and what steps you can take if you’re dissatisfied with the outcome.

2. Aims of the Policy

• Provide a clear, confidential, and accessible complaints process
• Ensure complaints are managed fairly, promptly, and thoroughly
• Encourage a no-blame, learning-based approach for quality improvement
• Enable early resolution at the point of service where appropriate
• Ensure compliance with HCPC and NHS complaints handling guidance.

3. Who Can Make a Complaint?

Complaints can be made by:

• Any patient, former patient, or individual affected by our services
• A relative, advocate, or legal representative with written consent from the patient
• Any staff or third party reporting a concern in the patient’s best interest

4. Time Limits for Complaints

Complaints should ideally be made:

• Within 12 months of the event
• Or within 6 months of becoming aware that there is a concern

This timeframe may be extended where there are valid reasons for delay.

5. How to Make a Complaint
   
   

Local Resolution (Stage 1):

• Raise the concern with the staff member involved or the service lead as soon as possible.
• Most complaints can be resolved quickly through open communication, explanation, and, where appropriate, an apology.

Formal Complaint (Stage 2):

If you are not satisfied with the outcome of local resolution or wish to escalate the matter:

Please contact:
Business Support Manager
HACT – Health and Care Today Pvt Ltd
531 Hob Moor Rd, Birmingham B25 8TH
Phone: 07308400901 or 03332244922
Email: admin@healthandcaretoday.com

Alternatively, you may address formal complaints to:

Poncy Xavier, Director
Physiotoday Pvt Ltd
531 Hobmoor Road, Yardley, Birmingham, B25 8TH
Email: poncyxavier@physiotoday.org.uk
Phone: 07861 408509

6. Complaint Handling Process

7. Learning from Complaints

We consider complaints a vital part of our clinical governance and quality assurance framework. All formal complaints are reviewed to:

• Identify service improvement opportunities
• Support staff training and development
• Prevent recurrence of similar issues

Findings may be discussed during clinical review meetings (with identities anonymised).

8. Confidentiality and GDPR Compliance

All complaints and related correspondence are managed in strict confidence and in line with the General Data Protection Regulation (UK GDPR). Only individuals directly involved in resolving the issue will access complaint details.

9. Face-to-Face Discussions

In-person meetings about complaints will be conducted:

• Privately and respectfully
• With the aim of reaching mutual understanding and resolution

10. If You’re Not Satisfied with the Outcome

If you are unhappy with the final response or feel that the matter has not been resolved fairly, you may escalate your complaint to:

Health and Care Professions Council (HCPC)
Website: https://www.hcpc-uk.org/concerns/raising-concerns

11. Policy Review

This policy will be reviewed biennially, or sooner if required due to changes in legislation or clinical standards.

Next Review Date: 12/06/2026