OT4me Ltd is committed to providing a professional and high-quality service to all our clients. We are always looking to improve our services; therefore, we provide a feedback form to all clients who have used our services. This allows us to gather compliments as well as suggestions for future improvements.
If you are not satisfied with any service you have received, we encourage you to contact us. This helps us enhance the client experience and improve our clinical delivery.

 

1. First step, contact us:

• Please get in touch with us as soon as possible. We will handle your concern promptly and confidentially.
• Please speak directly to the person involved, as all our therapists welcome open and honest feedback.
• If the complaint cannot be resolved immediately, it will be recorded and addressed by the company directors within 7 working days.

 

2. Formal complaint:

• Please send any formal complaints to [email protected]. These will be handled by either Louise Newton or Lizzie Huxford, the Clinical Directors of OT4me Ltd. If your treating therapist is Louise or Lizzie, please address the complaint to the other director.
• We will send you a formal letter within 7 days of acknowledging the complaint, asking for more details and whom is dealing with the complaint.
• We will record the complaint on the complaints register within 2 days of being received.
• We will then investigate the complaint; we will speak to the staff member whom originally dealt with the complaint and all clinical paperwork/correspondents between yourself and the staff member. This would take up to 4 days to complete.
• The investigating director would then like to meet you to discuss your complaint and hopefully resolve it.
• If you do not want to meet, the investigating director will send a detailed letter relating to the complaint. This will include suggestions for resolving the matter, which will be completed within 7 working days.
• If a meeting has taken place, then the investigating director will formally write to you with the date the meeting took place and any solutions which were jointly agreed.

 

If a complaint is made against a Therapist while Therapy remains ongoing, a decision would be made on a case-by-case basis in discussion with the complainant and the Therapist about the most appropriate way to ensure the least disruption to therapeutic services, whilst maintaining our Professional Codes of Practice, as detailed by the Health and Care Professions Council [HCPC], at https://www.hcpc-uk.org/.

 

Furthering Official Complaints

 

If your complaint has not been effectively resolved by OT4me Ltd then you can contact the

following:

• Royal College of Occupational Therapists (RCOT): Occupational Therapists must adhere to the Code of Ethics and Professional Conduct for Occupational Therapists (2015, The Royal College of Occupational Therapists), Professional Standards for Occupational Therapy Practice (2017, The Royal College of Occupational Therapists), Principles for Continuing Development and Lifelong Learning in Health and Social Care (2019, The Royal College of Occupational Therapists). RCOT guidance can be found at: https://www.rcot.co.uk/sites/default/files/Complaints%20against%20occupational%20therapists%20briefing%20%28Feb%202018%29%20%283%29.pdf
• Health and Care Professions Council (HCPC) Standards of Conduct, Performance, and Ethics (2016, HCPC). HCPC guidance can be found at: https://www.hcpc-uk.org/.
• Citizens Advice Bureau: If your complaint is regarding a business matter, you may contact the Citizens Advice Bureau by visiting: https://www.citizensadvice.org.uk/.
• Data handling complaint: If your complaint is regarding data handling, you may contact the Information Commissioner’s Office by visiting www.ico.org.uk

Flowchart: How to Process a Complaint or Compliment

Client Experience Feedback:

All clients receive a feedback form after using our services. The form gathers compliments and future recommendations.

Unsatisfied with Service:

If you’re not satisfied with a service, please contact us promptly and confidentially. Speak to the involved person; our therapists welcome open feedback. If immediate resolution isn’t possible, we’ll record and address the complaint within 7 working days.

Formal Complaint:

Send formal complaints to [email protected]. Clinical Directors (Louise Newton or Lizzie Huxford) handle complaints. We’ll acknowledge your complaint within 7 days and request details. Complaints are recorded within 2 days. Investigation involves speaking to staff and reviewing clinical paperwork (up to 4 days).

Complaints and Compliments Policy OT4me Ltd Clinical Directors: Mrs Louise Newton & Mrs Elizabeth Huxford · Company Number: 12400937 t:01904 501601 · e: [email protected] · Page 3 of 3 Meeting with investigating director (or detailed letter if preferred). Solutions jointly agreed upon are communicated.

Ongoing Therapy Complaints:

Decisions made case-by-case to minimize disruption while maintaining professional standards.

If unresolved, consider contacting: Royal College of Occupational Therapists (RCOT): RCOT Guidance Health and Care Professions Council (HCPC): HCPC Guidance Citizens Advice Bureau (for business matters) Data handling complaint: If your complaint is regarding data handling, you may contact the Information Commissioner’s Office by visiting www.ico.org.uk