Lily Vowles – Therapist – Complaints Policy & Procedure
1. Policy Overview
I am committed to providing a high-quality, safe, and professional occupational therapy, wild therapy and reiki service. However, if you are dissatisfied with any aspect of the service you have received, please get in touch so that I can explore this and act as indicated.
I am committed to taking complaints seriously and to resolve them in a fair and timely manner.
This policy applies to all aspects of my private practice, including clinical care, communication, billing, and data protection.
I am registered as an occupational therapist with the Health and Care Professions Council (HCPC). I am registered as Olivia Vowles, with Lily being the shortening I am known by, my registration number is OT71354.
2. Step 1: Informal Resolution
Initially, we may be able to resolve the concern informally and directly. If you feel comfortable in doing so, please speak to me in person, via email, or telephone. I will listen to your concerns and work with you to consider the next steps to resolve the issue.
3. Step 2: Making a Formal Complaint
If we are unable to resolve the complaint informally, or if you would prefer to make a formal complaint, please submit this to me in writing to:
A postal address is not provided due to confidentiality, if you would prefer to send this via post, please contact me directly and I can arrange for an address for this to be sent to.
Please include:
- Your name and contact details, and those of anyone you may be writing on behalf of.
- Details of the concern you are raising, including dates and times.
- The impact the concern has had on you or the person you are writing on behalf of.
- The outcome you are seeking.
4. Timeframes and Investigation
As a sole independent practitioner, I will handle formal complaints personally. I commit to the following response times:
- Acknowledgement: I will acknowledge receipt of your formal complaint in writing within 5 working days.
- Investigation: I will review your clinical notes and the details you have provided.
- Full Response: I will provide a written response outlining the investigation and findings as well as any suggested actions within 20 working days. If the investigation requires more time, I will be in touch to advise of this and the details as well as a new date you can expect the response by.
5. Data Protection Complaints
This procedure also covers complaints regarding how your personal information is collected, used, stored, or shared.
If your complaint relates to data privacy, you have the right to contact the Information Commissioner’s Office (ICO).
6. External Escalation
If we cannot resolve the complaint informally, or you do not feel it appropriate to address with me directly, you can escalate your concern tothe following external bodies:
- Clinical Standards and Fitness to Practise: For serious concerns regarding my professional conduct, safety, or competence, you can contact my regulatory body, the Health and Care Professions Council (HCPC) contact details can be found on their website: https://www.hcpc-uk.org/
- Commercial or Service Disputes: For unresolved disputes regarding fees, contracts, or refunds, we may mutually agree to use an Alternative Dispute Resolution (ADR) or mediation scheme.
Lily Vowles - Therapist 