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Play & Learn Occupational Therapy (Play & Learn OT) is always striving to provide a high level of service, and we are open to any feedback or suggestions about how we can improve the way we work and maximise outcomes for families.
The options for providing feedback are as follows:
* Speak to your therapist directly during an OT session, or telephone them outside of these times. We have regular therapist-Director supervision, and your therapist can bring your feedback and suggestions to the table at that time. In the event of a more urgent situation, therapists can contact the Director immediately.
* Email your therapist, so there is a ‘paper trail’ record of your feedback or suggestions. This can also be taken by the therapist to the Director, or you might choose to CC the Director into an email.
* Telephone or email the Director, Rachel van der Linden, to discuss feedback and suggestions. Rachel’s contact details are: phone 0414 687 836; email rachel@playot.com.au
* As part of our feedback process, the Director will periodically conduct phone calls to a random sample of clients throughout the year, to obtain feedback about how you are finding the service. Should you receive a phone call, we would appreciate a few minutes of your time, to answer a few questions relating to your experience of occupational therapy services with Play & Learn OT.
The nature of our work at Play & Learn OT means that we are in constant contact with people, who all have different backgrounds and perspectives.
We acknowledge that from time to time, miscommunications, misunderstandings, and differences of opinion are likely to occur. The employees of Play & Learn OT pride themselves on having transparent channels of communication, being open to constructive criticism and having a commitment to doing the best by our clients. Should a situation arise that caused you discomfort or distress, we welcome you to try the following:
* First try speaking directly to your therapist during an OT session, or telephone them outside of these times.
* If you would prefer, put your issue or complaint in writing or via email, there is a ‘paper trail’ record of your feedback or suggestions. You might choose to CC the Director in an email.
* If you do not feel you are able to raise your concern directly with your therapist, you are most welcome to telephone or email the Director, Rachel van der Linden, to discuss the situation. Rachel’s contact details are: phone 0414 687 836; email rachel@playot.com.au
* As a final, and more significant option, Play & Learn OT advises that you have the right to escalate your complaint to the relevant organisations:
- National Disability Insurance Scheme: ph 1800 800 110
- Occupational Therapy Australia: ph 1300 682 878
- Australian Health Practitioner Regulation Agency http://www.ahpra.gov.au/Notifications/What-is-a-notification.aspx
The employees of Play & Learn OT agree to:
* Try not to take a situation personally and accept feedback and concerns calmly and professionally.
* Have a calm and open discussion about situations that arise, without becoming heated.
* Aim to resolve the situation as quickly as possible.
* Move forward positively with the therapeutic relationship.
Clients who access our services agree to:
* Communicate feedback and concerns as soon as possible, rather than ‘sit’ on issues and feel worse over time.
* Allow Play & Learn OT the opportunity to work through and resolve issues with you, rather than disrespect and insult our service through other avenues such as by complaining to other clients, other providers, or over social media.
* Discuss situations calmly and work together to find a solution.
* Clients will not yell, swear, or show aggression to any of Play & Learn OT’s employees.
Rarely, there might be occasions where, despite the best efforts of all parties, a resolution cannot be found. In these instances:
* Play & Learn OT respects the right and choice of the client to cease services with us.
* Play & Learn OT reserves the right to suspend services, or discharge any clients who:
- Treat our employees with disrespect
- Show aggressive behaviour towards employees
- Publicly slander and negatively impact upon the reputation of our service.
Copyright @ Play and Learn Occupational Therapy. All rights reserved