We want every patient to have a good experience at Havering Therapy Centre. If something has fallen short of that, we would genuinely rather know — most concerns can be sorted out quickly and informally, and your feedback helps us improve.
Raising a concern will never affect the care you receive.
If you are unhappy with any aspect of your care or our service, the quickest route is usually to speak to your clinician directly, or to ask to speak to a member of the reception team. Many things can be resolved there and then.
If you would prefer to make a formal complaint, or you are not satisfied with the response you received, you can contact us:
Please give us as much detail as you can — what happened, when, who was involved, and what you would like us to do about it.
If we have not been able to resolve your complaint to your satisfaction, you can raise it with an independent body.
Our physiotherapists and podiatrists are registered with the Health and Care Professions Council (HCPC), which sets standards for professional conduct. You can contact them at hcpc-uk.org/concerns or on 0300 500 6184.
Our counsellors are registered with the British Association for Counselling and Psychotherapy (BACP) or the National Counselling & Psychotherapy Society (NCPS), depending on the counsellor. BACP's professional conduct procedure is at bacp.co.uk.
You can contact the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113. Please see our privacy notice for more detail.
We keep a record of complaints so that we can learn from them. This is held separately from your clinical record and is handled in line with our privacy notice.