Our commitment: Primus Physio is committed to providing a high standard of physiotherapy care. If you have a concern or complaint, we want to hear from you. All complaints are taken seriously, handled confidentially and used to improve our service.
How to Raise a Concern
If you are unhappy with any aspect of your care or the service you have received, please contact us as soon as possible. Many concerns can be resolved quickly through informal discussion.
Contact: Luqman Mazhar
Email: info@primusphysio.co.uk
Phone: 07867 782786
Address: Copthall House, King Street, Newcastle-under-Lyme, ST5 1EL
Formal Complaints Process
If your concern cannot be resolved informally, you can make a formal complaint. Please put your complaint in writing by email or letter. Include:
- Your name and contact details
- A clear description of your concern
- The dates of the appointments involved
- What outcome you are hoping for
Acknowledgement — within 3 working days
We will acknowledge receipt of your complaint in writing within 3 working days of receiving it.
Investigation — within 20 working days
We will investigate your complaint thoroughly, review your clinical records and any relevant documentation, and respond in writing with our findings and any actions taken.
Resolution
We will explain what happened, apologise where appropriate, and outline any changes made as a result of your complaint. If you remain unsatisfied, we will explain your options for escalation.
Escalation — External Bodies
If you are not satisfied with our response, you have the right to escalate your complaint to the following organisations:
Health and Care Professions Council (HCPC)
The HCPC regulates physiotherapists in the UK. If you have concerns about the professional conduct or fitness to practise of a registered physiotherapist, you can raise a concern with the HCPC.
Website: hcpc-uk.org
Phone: 0300 500 6184
Chartered Society of Physiotherapy (CSP)
The CSP sets professional standards for physiotherapists. They can provide guidance on professional conduct issues.
Website: csp.org.uk
Information Commissioner's Office (ICO)
If your complaint relates to how your personal data has been handled, you can contact the ICO.
Website: ico.org.uk
Phone: 0303 123 1113
Learning from Complaints
All complaints and concerns are recorded and reviewed as part of our clinical governance process. Where a complaint identifies an opportunity to improve our service, we will implement changes accordingly.
Confidentiality
All complaints are handled in strict confidence. Information about your complaint will only be shared with those directly involved in its investigation and resolution, unless you consent to wider disclosure or there is a legal obligation to share.
Questions about this procedure?
Contact Luqman Mazhar at info@primusphysio.co.uk or call 07867 782786.