Clinic Policies

BCOM is committed to the provision of a high standard of care to patients attending its out-patient teaching clinics. Our student practitioners provide care under supervision from qualified and registered osteopaths.

BCOM welcomes all comments about the services we offer in our out-patient teaching clinics and therefore patients can make comments and suggestions either by submitting  a feedback form in the ‘Feedback box’ available in the clinic reception or by contacting a member of the clinic administration. Feedback from patients is considered by both BCOM clinic administration and the Patient Forum, and appropriate actions are taken.

We accept and very much regret that on rare occasion the service we give may not be to an individual’s satisfaction or expectation. Consequently if you are unhappy with the standard of care you have received we would like to hear about it and recognise that it may be important for you to make a complaint. We take all complaints seriously and have an established process and procedures to deal with complaints in an efficient and timely manner.

Making a complaint

1. Informal complaint
   Service Users may be dissatisfied with certain aspects of their visit to BCOM clinic and may prefer to share these concerns informally with their student-practitioner, supervising tutor, clinic reception staff or any member of BCOM staff. It is expected that majority of these cases will be resolved amicably with this informal approach.
2. Formal Complaint
   If the matter cannot be resolved through informal discussions or the level of dissatisfaction is high, Service Users will be requested to express their dissatisfaction, in writing, to BCOM Clinic Administration.

Prior to making a complaint, we recommend that you read BCOM’s Complaints Procedure. BCOM’s complaints procedure outlines the process BCOM uses to deal with any patient complaints.

You may obtain the Complaints Procedure and the Complaints Form either via:

• By contacting BCOM Clinic Reception. Please ask a member of clinic reception or call 020 7 435 7830 or e-mail clinic.bcom@bcnogroup.ac.uk
• By downloading: Complaint Form
• By writing to BCOM Complaints Department, BCOM, 6 Netherhall Gardens, London NW3 5RR

If you need any help with any part of this process, please do not hesitate ask any member of BCOM’s Clinic staff who will be happy to help you.

Data Protection Policy  – BCOM Clinic complies with data protection and access to medical records legislation.

BCOM Chaperone Policy

Patient Record Access Request Form

Information for  Patients regarding DataProtection and Request for Access to Patient Notes

BCOM Clinic Privacy Notice

BCOM Clinic Cancellation Policy

BCOM Clinic Zero Tolerance to Abusive and Aggressive Behaviour