Complaints Procedure

Supafoot Cheltenham Ltd exists to provide the highest quality of patient care that it can to its clients. It is therefore important that every complaint is discussed within the team, with the client’s details suitably anonymised so as to protect their identity. This way, as a team, we can learn from the experience and offer support, if necessary. 

If a patient wishes to make a complaint, they should be asked to address the complaint, in writing, to the Practice Manager and Clinical Director and given a copy of the Complaints Policy. 

The fact that a patient has made a complaint should not prejudice the treatment and care they receive from the practice. The practice exists to look after all its clients. 

In the event of a complaint being received concerning treatment provided by the practice, the complaint must be passed to the Practice Manager and Clinical Director who will deal with the complaint in accordance with the Complaints Policy (see below). 

There is to be no disclosure of any kind until the issue has been resolved. 

If it becomes necessary to print or photocopy clinical notes, this should only be done with the consent of both the Clinical Director and the patient. This must be done via writing and then the relevant form sent to patient and forwarded to the Clinical Director on completion. 

Employees of the practice are reminded of the legal and ethical obligations of confidentiality and should not discuss the matter with anyone not associated with the clinic. This does not include solicitors, The Royal College of Podiatry, The Institute of Podiatry or the Health and Care Professions Council should they become involved in the complaint. 

If a claim of malpractice or negligence is made against a practitioner The Royal College of Podiatry (or other insurer) must be informed immediately and the Royal College’s (or Institute of Podiatry) procedures, thereafter, must be followed. This is for reason of the professional indemnity scheme provided by your insurer.