FORMS & POLICIES
SCOPE AND PURPOSE
The purpose of this document is to provide you with the information necessary to consent to treatment. Physiotherapy treatment is generally an effective and safe form of treatment, however, like any treatment there are benefits and risks. The purpose of this form is to let you know what your rights are and how we address the issue of collaborative decision making and informed consent between physiotherapist and patient. Your consent may be verbally withdrawn at any time. By signing the electronic consent form provided to you via email or tablet, you acknowledge that you have read this information.
ALL INFORMATION IS KEPT STRICTLY CONFIDENTIAL
Completion of this form is compulsory for treatment to take place. It is your responsibility to provide accurate information and to ensure that the BPM PHYSIO clinicians are aware of any relevant medical conditions, injuries or concerns that you have. We will discuss your condition and options for treatment with you so that you can make informed decisions relating to your treatment. You may choose to consent or refuse any form of treatment for any reason including religious or personal grounds. Once you have given consent, you may withdraw that consent at any time. You are encouraged to ask questions about the treatment proposed, terminology used, or other treatment options available to you. By signing this form, you acknowledge the information given regarding your medical history and personal details to be accurate, current and authorise this information to be recorded in your cloud-based treatment record. Any change of details should be disclosed to BPM PHYSIO as soon as practicable.
• Electrotherapy modalities – TENS, ESWT (Extracorporeal Shockwave Therapy) • Manual therapy, Joint/spinal Mobilisations or Manipulations (high Velocity Thrust – HVLAT) • Heat/Cold Therapy • Dry Needling • Soft/deep tissue massage, Trigger Point Therapy and Myofascial Release, Cupping (dynamic and static) • Exercise Rehabilitation Programs including stretches • Kinesio taping and Rigid Taping/Strapping Both scientific and clinical evidence have shown the above treatments listed to be a safe and effective management to address short/long term symptoms and injuries.
RISK VERSUS REWARD
As with all forms of treatment, there are risks and benefits (reward). The risk of injuries, complications or adverse reactions from physiotherapy is minimal. In a minority of cases treatment symptoms may heighten, resulting in temporary soreness, tenderness or mild discomfort, swelling or bruising. In some instances, you may experience fatigue, headaches, lightheadedness, nausea and/or dizziness following treatment. The symptoms usually resolve completely within 24 hours after the treatment. The physiotherapist risk versus benefit prior to commencing a treatment. For all treatments, the physiotherapist will seek your explicit verbal consent after explaining the treatment option with you. You are not obliged to undergo this treatment option. This is to ensure that you fully understand any risks involved. You may withdraw your consent at any time even if you have previously signed a consent form.
PERSONAL INFORMATION IN CONFIDENCE PERSONAL INFORMATION IN CONFIDENCE YOU NEED TO LET US KNOW
WARNING - The risk related to some treatments can increase if the physiotherapist is not aware of certain facts. Please inform the physiotherapist if you have: • A pacemaker or heart condition • Suffered from blood clots, thrombosis or stroke • Suffer from diabetes • Are currently taking medication – including blood thinners such as WARFARIN • if you are currently or intending to become pregnant
QUESTIONS OF A PERSONAL NATURE
Your physiotherapist may ask personal questions relating to your injury and how your injury impacts on your ‘activities of daily living’. The more information you provide, the more likely it is that the physiotherapist can provide effective treatment. It is your choice as to what information you choose to provide. If you feel uncomfortable with a particular question or group of questions, please let the physiotherapist know and they will cease.
During the examination, assessment, and treatment it may be necessary for your physiotherapist to make physical contact. Your physiotherapist will ask your permission before making physical contact with you in any way. Wherever possible, contact will be made using a towel or other forms of screening. Physical contact requires your express consent. You may withdraw consent at any time at which point, all physical contact will cease immediately. Please inform your physiotherapist if you feel uncomfortable at any time.
CHILDREN & MINORS
Consent from a custodial parent is required to treat a minor. The custodian must be present in the treatment room.
Where a person is incapable of understanding the risks and benefits of treatment, consent may be provided by another person legally authorised to provide such consent. Evidence of legal authorisation is required in such circumstances.
Complaints and Feedback handling Policy
BPM PHYSIO strives to provide professional, high quality clinical care for all patients. If you feel we have not provided a level of care or service that meets these standards, you can make a complaint or provide feedback by contacting the clinic.
A complaint is an expression of concern, dissatisfaction or frustration with the quality or delivery of service, a policy or procedure, or the conduct of another person.
BPM PHYSIO has a robust complaints policy that directs the client to the professionally accepted means to making a complaint and alternative channels for escalation. This process ensures fair, equal and transparent treatment for all involved parties.
How to make a complaint
A complaint can be made by the client or someone acting on the client’s behalf providing they have the patients explicit consent to do so. This can be done verbally or by writing an email or sending a registered letter.You should ideally send your complaint in writing within a 3-month period of the event where you may believe you have grounds to complain.
How we manage complaints
Below is an outline of the processes we will adopt when dealing with your complaint
The first stage is local resolution whereby your complaint would take the form of a verbal or written submission to the clinician who treated you. Local resolution exists to help resolve complaints quickly where a more formal complaint may not be required. For example, the complaint may be the result of a simple misunderstanding where verbal explanation and if necessary an apology could resolve the complaint
If the local resolution process is not successful, then you can make a more formal complaint. You will need to put your complaint formally in writing (either letter/post or email) and send your complaint to:
By email: firstname.lastname@example.org and put ‘Notification of Complaint’ in the subject field
By registered mail, address your letter to: BPM PHYSIO, shop 4, 12 Blackwood Street, Mitchelton, Queensland, 4053.
We will aim to resolve complaints as quickly as possible
All complaints will be handled professionally, thoroughly and transparently with fairness shown to all parties concerned
A full investigation will be conducted to provide the required honest outcome
If the complainant is still not happy with an outcome, they will be provided with details of how they can obtain an independent review of their complaint
How will my complaint be reviewed?
Upon receipt of a formal complaint in writing you will receive acknowledgment within two working days. Please note if correspondence is via post and not by email, postal deliveries need to be taken into account. You will receive a full response from the Director of BPM PHYSIO within 21 days. If for any reason we are not able to meet the timescales we will keep you informed of progress.
Where can I get independent advice if I am still unhappy?
Any complainant who is still unhappy after we have concluded our investigations and provided a response can seek an independent review by contacting the Office of the Health Ombudsman Queensland as follows:
NDIS CLIENTS FEEDBACK, COMPLIMENTS AND COMPLAINTS POLICY
BPM PHYSIO is a fully accredited NDIS physiotherapy clinic located in Mitchelton that is committed to the provision of services and therapeutic supports for clients with disabilities.
The Clinic underwent NDIS reverification in May 2020 and under the current framework will offer NDIS services until MAY 2023.
BPM PHYSIO provides services to self and plan managed NDIS clients that include:
individualised therapy programs to work towards your NDIS and personal goals
Hands on physiotherapy to decrease pain, maintain and improve range of motion of joints and improve function
1:1 Hydrotherapy programs at the Ferny Hills hydrotherapy pool subject to pool and clinician availability
Functional rehabilitation programs for home, the gym, or in the BPM PHYSIO rehabilitation gym
Plan recommendation assessments and reports as required.
To access this service simply call the clinic to discuss your options or book online. You'll be asked to provide a copy of your NDIS plan and be provided with a service agreement to peruse and sign. This agreement which can be ceased at any time. Chaperones are encouraged and welcomed in the clinic.
If you have a complaint or concern about BPM PHYSIO
People with disability have the right to complain about the services they receive. We endeavor to provide quality supports and services to people with disability, but issues can occur.
If you have a concern about BPM PHYSIO supports or services, it is important that you talk about it.
Complaints are important—they help us understand what is important to people with disability and improve the quality of services they provide, so your complaint can help other people too.
If you feel comfortable, you are encouraged to raise your concern or complaint with us first, as this is often the best way to have your issue resolved quickly. BPM PHYSIO has a complaints management and resolution system in place to assist in addressing your concerns.
If we are unable to resolve your concern or complaint, then you should seek further support.
You may seek support from family, a friend or an independent advocate in making a complaint.
For further information see: Disability Advocacy.
In Queensland, a complaint can be made to the NDIS Commission by:
Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
National Relay Service and ask for 1800 035 544.
Completing a complaint contact form.
The NDIS Commission can take complaints from anyone about:
NDIS services or supports that were not provided in a safe and respectful way
NDIS services and supports that were not delivered to an appropriate standard
how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant
In addition to the above means for making a complaint, you can lodge an online compliant with the Office of Health Ombudsman (Queensland's health services complaints agency).
If you have a complaint about a health service provided to you, a family member, or someone in your care, you can lodge a complaint the Office of Health Ombudsman in a number of ways. When making a health service complaint, it’s important you include as much information as you can.
You can speak to their staff about making a complaint, call 133 OHO (133 646), Monday to Friday 8.30am to 4.30pm.
You can lodge your complaint through any of the options listed below. The OHO cannot receive complaints in person at the office.
Before making a complaint, the OHO always recommend you try talking with us first —this is often the quickest and easiest way to address your concerns or fix a problem. The OHO has put together some tips for talking with your provider. If you’re not satisfied with our response, or feel uncomfortable talking with us directly, then please contact the OHO.
or call the OHO: 133 OHO (133 646)
NOTE: by law BPM PHYSIO is required to notify the NDIS of all reportable incidents. A copy of the reportable incident form and information about requirements for immediate notification is available here.