If a client shows any signs of being unhappy when paying we should be pro-active in trying to resolve this.

All clients when paying should be asked ‘How was that or Was everything okay for you today? or similar question to confirm they are happy. If they express that they were not then this information needs to be recorded and passed to a manager or senior therapist.

The same applies to a negative review left on Phorest.

Only managers should deal with a complaint. If a client calls to say they are unhappy then you should:

Apologize that they are disappointed and let them know you will take down the details to pass to a manager
Record as much information as you can for the manager
Check when it is likely the manager will be able to respond to the client and advise the client of this. If the manager is on holiday then it should be referred to a senior therapist instead.

Complaints