Complaints

In general, you can expect your physiotherapist to:

• deliver a professional service for a reasonable fee
• discuss treatment options and treatment goals with you
• provide information about your physiotherapy program
• explain specific treatments to you
• provide information about consultation fees
• respect your rights, dignity, privacy, feelings and cultural customs
• respect the confidentiality of your professional relationship
• communicate with your doctor and other health professionals if necessary
• not engage in any sexual activity with a patient

How to deal with a concern or complaint about your physiotherapy treatment

First – talk to your physiotherapist

If you have concerns about your physiotherapy treatment, you are encouraged to talk to your physiotherapist first and foremost.

Mostly, the easiest way to sort out concerns about your physiotherapy treatment is to talk to your physiotherapist directly. Explain what you are concerned about and what actions you think would resolve your worries.

You may find this a little difficult, but generally speaking it will be the fastest and easiest way to solve your problems.

You may prefer to write your physiotherapist a letter. Again, you will need to explain exactly what you are concerned about and what actions you think would resolve the problem.

Second – talk to your physiotherapist’s manager

If you have talked or written to your physiotherapist and you still have concerns, you should talk to your physiotherapist’s manager. Explain exactly what you are concerned about and what actions you think would resolve the problem.

If necessary – seek independent help

If you are not satisfied that your concerns have been properly understood and addressed, you can get independent help from the Health Services/Complaints Commissioner or the Physiotherapists Registration Board in your State or Territory to try to resolve the matter.

You will find the contact details for the Physiotherapists Registration Board and the Health Services/Complaints Commissioner in the White Pages telephone directory or on the internet. Alternatively, you can telephone the APA office in your State or Territory for the relevant contact details.

The Australian Physiotherapy Association does not investigate patient complaints because the APA considers it better for these complaints to be investigated independently by statutory authorities such as a Physiotherapists Registration Board or a Health Services Commissioner.