- How to make an appointment at the BSO clinic
- What to expect from your consultation
- What can osteopaths help you with?
- General clinic and facilities
- Specialist and community clinics
- Frequently Asked Questions (FAQs) about appointments at the BSO
- How to find the BSO Clinical Centre
- How to set up a community partnership
- Giving us your feedback and patient complaints
Giving us your feedback and patient complaints
We always endeavour to make sure that you receive the highest standard of care during your time as a patient. We welcome comments about the services we offer and regret any patient having cause to make a complaint. We accept and are sorry that on occasion the service we give may not be to an individual's satisfaction. Consequently if you are unhappy with the standard of care you have received or with the way we have organised your care, we would like to hear about it and recognise that it may be important for you to make a complaint. We take all comments, suggestions and complaints seriously; listening to what you have to say can help us improve the quality of what we do to better meet your needs and the needs of the community.
Comments or feedback
If you would like to make a comment or let us know about any aspect of the services you have received at the BSO then please complete and submit a feedback form that you will find in reception. There is a drop box available for you to return your completed forms. Alternatively you can speak to a student, tutor or senior tutor or us.
Informal complaint
If you would like to make a complaint this can be done informally by simply speaking to those concerned or somebody you feel comfortable talking to. In the majority of cases complaints can be satisfactorily dealt with in this way. However, if you feel that this does not resolve the matter to your satisfaction, you can then make a formal complaint.
Formal complaint
If you are thinking of making a formal complaint, please read the BSO's Patient Complaints Policy in full, so that you understand the process. You will also need to complete a formal complaint form. Both the policy and complaints forms are available in the following ways:
- From the BSO's clinic reception team. Please either ask in person, or call 020 7089 5360 or click to email clinic (patient appointments).
- To download
- By writing directly to:
Phil Heeps, Patient Complaints Officer
The British School of Osteopathy
275 Borough High Street
London SE1 1JE
Normally we will acknowledge receipt of your complaint verbally or in writing within two working days, and provide a written report detailing the outcome of the investigation within 25 working days.
If you do not feel satisfied with the outcome of the complaint at this stage you have the right to appeal. To do this, you should write to the Principal and Chief Executive of the BSO:
Charles Hunt
Principal and Chief Executive
British School of Osteopathy
275 Borough High Street
London SE1 1JE
Further review of the case will then take place. Typically you can expect a response within 20 working days of receipt of your letter of appeal.
If you need any help with any part of this process, please do not hesitate ask any BSO member of staff who will be happy to help you.
The General Osteopathic Council
If you are not satisfied after the processes outlined above, you may choose to contact the General Osteopathic Council (GOsC), the regulator of the osteopathic profession. Here you should direct your concerns to the GOsC's Fitness to Practise department where they will be able to advise you on an appropriate course of action. The GOsC contact details are:
General Osteopathic Council
176 Tower Bridge Road
London SE1 3LU
Tel: +44 (0) 20 7357 6655
Fax: +44 (0) 20 7357 0011
The GOsC's complaints procedure can be found at:
http://www.osteopathy.org.uk/information/complaints/making-a-complaint/