At TLC Space Ltd, we are committed to delivering high-quality occupational therapy services and ensuring that all children, families, and professionals we work with feel valued, heard, and respected. We welcome positive and constructive feedback as an essential tool for improving our services. We also recognise the importance of addressing concerns promptly and fairly through a clear and transparent complaints process.
This guidance aims to:
● Provide a clear process for submitting feedback and complaints.
● Ensure that concerns are handled promptly, fairly, and sensitively.
● Use feedback to continuously improve the quality of our services.
● Comply with relevant regulatory and safeguarding requirements.
This guidance applies to:
● Parents, carers, and families of children receiving therapy services.
● Schools and professionals we collaborate with.
● Staff members and volunteers within the clinic.
Providing Feedback
We encourage parents, carers, and professionals to share their experiences with our clinic. Feedback can be provided through:
● Email or phone to the clinic’s main contact.
● Verbal feedback directly to the therapist or clinic staff.
● Feedback forms or surveys provided periodically by the clinic.
● Formal written feedback addressed to the Practice Manager.
All feedback will be reviewed and acknowledged, and where necessary, used to enhance our services.
Complaints Process
We aim to resolve complaints as quickly and informally as possible. However, if a formal complaint is required, the following process will apply:
- Informal Resolution
● We encourage concerns to be raised directly with the therapist or clinic staff involved.
● Many issues can be resolved quickly through open discussion. - Formal Complaint
If the concern is not resolved informally, a formal complaint can be submitted by:
● Emailing or writing to the Practice Manager at lisl@tlcspace.com.
● Including details such as dates, times, relevant staff, and a clear description of the issue. - Acknowledgment & Investigation
● The complaint will be acknowledged within 2 working days.
● A full investigation will take place, which may include speaking with relevant staff and reviewing records.
● A written response will be provided within 10 working days, outlining findings and any actions taken. - Appeal Process
● If the complainant is not satisfied with the outcome, they may request a further review by the Clinic Director.
● The final decision will be communicated within 10 working days of the appeal request.
Confidentiality & Non-Retaliation
● Complaints and feedback will be handled confidentially and shared only with those involved in the resolution process.
● Raising a complaint will not result in any negative consequences for the individual or child receiving therapy.
Monitoring & Continuous Improvement
● All feedback and complaints will be logged and reviewed regularly to identify trends and areas for improvement.● Changes to policies, staff training, or service adjustments may be made in response to recurring concerns.
Contact Information
For complaints, feedback, or further information, please contact:
Practice Manager: Lisl Neser
Email: lisl@tlcspace.com
Phone: 07943 592629
Clinic Director: Samantha Pearce
Email: samantha@tlcspace.com
Phone: 07305 088265