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Giving us your feedback and patient complaints

A BSO student leading a patient to a treatment room.We always endeavour 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 take all comments, suggestions and complaints seriously; listening to what you have to say can help us improve the quality of what we do to better meet your needs and the needs of the community.

Comments or Feedback

If you would like to make a comment or let us know about any aspect of the services you have received at the BSO then please complete and submit a feedback form that you will find at the Clinic Reception Desk wherethere is also a drop box available for you to return your completed forms. Alternatively you can speak to a student, tutor or senior tutor or

Making a Complaint

If you feel that you wish to make a complaint about your care regarding the School’s General Clinic please refer to the School’s “Patient Complaints Procedure” below:

Patient Complaint Procedure pdf

If you feel that you wish to make a complaint about your care regarding the School’s Evening Associate Clinic please refer to the School’s “Patient Complaints Procedure – Associates” below:

Patient Complaint Procedure - Associates pdf

The above Patient Complaint Procedures explain precisely how you may submit a complaint, how the process works and what to do if you are not satisfied with the outcome of your complaint. The aim of this procedure is to listen to and discuss your concerns and to take action as appropriate in an efficient, fair and serious manner.

Making an Informal Complaint

If you have a complaint, making an Informal Complaint is the first stage of the Patient Complaint Procedure. At this stage you are encouraged speak  to those concerned or somebody you feel comfortable talking to about your complaint or by In the majority of cases complaints can be amicably and satisfactorily dealt with in this way. However, if you feel that this does not resolve the matter to your satisfaction, you may then progress to Stage Two of the Patient Complaint Procedure and make a Formal Complaint.

Informal Complaints should be logged with the Head of Clinic in writing using the following form:

Informal Complaint Form word

Making a Formal Complaint

If your complaint cannot be satisfactorily resolved informally you may submit a Formal Complaint. All Formal Complaints should be submitted to the School’s Patient Complaints Officer using the following form:

Formal Complaint Form word

Should you have any queries about making a complaint, please contact the Patient Complaints Officer:

Mr Phil Heeps
Patient Complaints Officer
The British School of Osteopathy
275 Borough High Street
London SE1 1JE

Tel: 020 7089 5353

Normally we will acknowledge receipt of your complaint verbally or in writing within two working days, and provide a written report detailing the outcome of the investigation within 25 working days.

If you do not feel satisfied with the outcome of the complaint at this stage you have the right to appeal. To do this, you should write to the Principal and Chief Executive of the BSO:

Charles Hunt
Principal and Chief Executive
British School of Osteopathy
275 Borough High Street
London SE1 1JE

Further review of the case will then take place. Typically you can expect a response within 20 working days of receipt of your letter of appeal.

If you need any help with any part of this process, please do not hesitate ask any BSO member of staff who will be happy to help you.

The General Osteopathic Council

If you are not satisfied after the processes outlined above, you may choose to contact the General Osteopathic Council (GOsC), the regulator of the osteopathic profession. Here you should direct your concerns to the GOsC's 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

www.osteopathy.org.uk

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

The GOsC's complaints procedure can be found at:
http://www.osteopathy.org.uk/information/complaints/making-a-complaint/