British Footcare Group
British Footcare Group
What the patients are talking about
Patient Rights & Responsibilities
At the British Footcare Group, we are committed to providing a professional, respectful, and safe clinical environment. Understanding your rights and our feedback processes ensures you receive the highest standard of podiatric care.
Your Rights as a Patient
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Clinical Excellence: You have the right to receive care from appropriately trained and competent professionals, working within their scope of practice and supported by clinical governance and oversight where required.
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Respect & Dignity: You will be treated with courtesy, respect, and consideration for your privacy at all times.
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Informed Consent: You have the right to a clear explanation of your condition, proposed treatments, and available options before any procedure is carried out.
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Confidentiality: Your personal and clinical information is handled securely and confidentially, in line with data protection legislation.
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Access to Records: You have the right to request access to your clinical records and treatment history in accordance with applicable data protection laws.
Complaints Information
We aim to provide exceptional service, but we recognise that there may be occasions when your experience does not meet your expectations. We take all feedback seriously and use it to improve our clinical standards.
How to Raise a Concern
- Informal Resolution: In the first instance, we encourage you to speak directly with your practitioner or the clinic manager to resolve any immediate issues.
- Formal Complaint: If you are not satisfied, please email our Customer Services team at customerservices@taylororganisation.org with full details of your concern.
- Acknowledgment: We will acknowledge your complaint within 3 working days.
- Investigation: Our Clinical Lead will conduct a thorough review of the incident and clinical records.
- Response: You will receive a full written response within 20 working days.
Patient Responsibilities
- Provide Accurate Information: Please inform your clinician of your full medical history and any current medications.
- Follow Advice: Sustainable foot health often requires following the aftercare guidance provided by your professional.
- Punctuality: Arriving on time for your appointment helps us maintain a smooth schedule for all patients.
- Cancellations: Please provide at least 24 hours' notice if you need to reschedule an appointment.
- Zero Tolerance: We operate a zero-tolerance policy towards aggressive or abusive behavior towards our staff or other patients.