Policy Aim
Alfa Physio Clinic is committed to providing high-quality assessments and medico-legal reports that are convenient, accessible, and considerate of patients’ needs, while ensuring full compliance with relevant legislation and regulatory standards. This includes adherence to MedCo requirements and transparency in all complaint-handling procedures.
Confidentiality
All complaints will be handled with strict confidentiality where possible. However, in certain cases, full confidentiality may not be feasible due to legal or investigative requirements. If this occurs, the complainant will be informed accordingly.
Accessibility
Complaints can be made via phone, email, or in writing during office hours (Monday-Thursday: 9:00am-17:30pm, Friday: 9:00am-17:00pm).
Outside of office hours, complaints can still be submitted via email or through the online form on our website.
Definition of an Enquiry vs. a Complaint
To ensure clarity in handling concerns, Alfa Physio Clinic distinguishes between an enquiry and a complaint as follows:
- Enquiry: A request for information, clarification, or general assistance that does not express dissatisfaction with a service provided.
- Complaint: A formal expression of dissatisfaction regarding the services, conduct, or outcomes related to medico-legal reporting or assessments. Complaints require an investigation and a formal response.
If an enquiry is identified as a complaint, it will be escalated accordingly following the procedure outlined below.
Complaint Handling Process
- Acknowledgment
- All complaints will be acknowledged within 3 business days of receipt.
- The complainant will receive a reference number and details on the next steps.
- Investigation
- The DME (Direct Medical Expert) personally oversees all complaints.
- The complaint will be reviewed thoroughly, and if required, further information may be requested from the complainant.
- The investigation will consider relevant documentation, clinical notes, and any applicable procedural guidelines.
- Resolution & Response
- A written response detailing the outcome of the investigation and any corrective actions taken will be provided within 20 working days.
- If the complaint requires additional time, the complainant will be notified of the reason for the delay and the estimated timeline.
Escalation Process
If the complainant is not satisfied with the response, they may request an internal review or escalate the matter externally:
- Internal Review: The case will be reviewed again to ensure the decision was fair and in line with regulatory requirements.
- External Escalation: Complaints may be escalated to MedCo or an independent dispute resolution body.
MedCo Contact Details:
Policy Updates & Review
- This policy will be reviewed annually or in response to regulatory changes.
- Any amendments will be communicated to relevant stakeholders via the website.
