Despite osteopaths having high satisfaction ratings from patients, it’s inevitable that some patients will raise a concern with the regulator. To reduce the risk of patients complaining to the GOsC, it is important to have your own complaints procedure in place and, where appropriate, to try resolve complaints locally.

The Osteopathic Practice Standards state: ‘You must have a policy in place to manage patient complaints and respond quickly and appropriately to any that arise.’

Concerns are best managed locally through conversation with the patient and with the support of colleagues where appropriate. A complaint is an opportunity to reflect on the communication and standard of care that was given, and it may highlight areas of practice that could be improved. A concern which is handled well can also result in a stronger bond of trust between osteopath and patient, leading to improved patient care.

How to speak with patients after a complaint

Our Duty of Candour Report (2024) about patient expectations has useful information about how to engage with patients when things go wrong, or are perceived to have gone wrong, including a patient-designed approach to an apology.

If a concern is raised with the GOsC this can be difficult for all involved while the concern is ongoing and after it concludes. Information about the purpose of our fitness to practise process (which focuses on public protection not punishment) and the steps that need to take place to ensure fairness, are available in our GOsC fitness to practise report 2024.

Independent support for osteopaths following a concern

The free confidential Independent Support Service is available to all osteopaths involved in or affected by fitness to practise investigations.

Osteopaths can contact the service by emailing medicalcouncils@victimsupport.org.uk or calling 0300 303 1964. The helpline is open 24/7, 365 days a year, with independent caseworkers available to provide ongoing support Monday to Friday 8am to 6pm (excluding bank holidays).

Further information about the Independent Support Service is available on our website.