Complaints, Clinical Incident & Duty of Candour Policy

Effective Date: January 2026

Last Reviewed: July 2026

Governing Bodies: Health & Care Professions Council (HCPC) | General Osteopathic Council (GOsC)

Applies To: Studio Health Hubs (Pinewood Studios & Sky Studios Elstree), On-Set Mobile Units, Soundstages, and Location Shoots.

1. Our Commitment to High-Quality Care

At The Film Physios, we strive to provide exceptional, evidence-based musculoskeletal care, physical rehabilitation, and performance support to cast and crew across the UK film and television industry.

We welcome feedback, comments, and concerns about our services. When things do not go as expected, we are committed to dealing with complaints promptly, fairly, transparently, and with full candour.

2. Statutory & Professional Duty of Candour

As Allied Health Professionals regulated by the HCPC and GOsC—and operating under CQC clinical standards—we adhere strictly to the professional Duty of Candour.

If an unintentional or unexpected clinical incident occurs during assessment or treatment (whether in a studio clinic or on set) that results in moderate, severe, or permanent harm to a patient:

  1. Open Communication: We will inform the patient (or their legally designated representative) as soon as reasonably practicable after the incident occurs.

  2. Full Disclosure: We will provide a clear, truthful, and compassionate account of what happened and why.

  3. Apology: We will offer a formal, written apology for the harm or distress caused.

  4. Action Plan: We will detail the steps being taken to support recovery and prevent similar occurrences in future practice.

  5. Written Record: All conversations and reports relating to the incident will be formally documented and retained in accordance with healthcare record-keeping requirements.

3. How to Raise a Complaint or Concern

Any patient (cast, crew, or studio staff) or production line manager/UPM who is dissatisfied with any aspect of our service, clinical care, or professional conduct is encouraged to raise the matter directly with us.

Step 1: Informal Resolution (Immediate Advice)

In many instances, concerns can be resolved immediately by speaking with your attending clinician or our Clinic Team Manager.

  • Clinic Manager Direct Phone: 0800 612 7814

  • Clinic Manager Email: joanne@thefilmphysios.com

Step 2: Formal Written Complaint

If your concern cannot be resolved informally, or if you prefer to make a formal complaint, please submit full details in writing to:

  • Email: info@thefilmphysios.com (Subject: Formal Complaint / Clinical Review)

  • Postal Address:

    The Film Physios — Clinic Management

    Props Building, Room 647, West Entrance

    Pinewood Studios, Pinewood Road

    Iver Heath, SL0 0NH

Please include in your writing:

  • Your name and contact details.

  • The date, location, and nature of the appointment/incident (e.g., Pinewood Hub, Sky Studios Elstree, or specific Production/Location shoot).

  • The name of the practitioner involved (if known).

  • A brief explanation of your concern and what outcome you hope to achieve.

4. Complaint Handling Procedure

When a formal complaint is received, The Film Physios will follow this structured process:

Stage Action Timeline
1. Acknowledgment Written receipt of your complaint sent via email, confirming the Lead Practitioner investigating the matter. Within 3 working days
2. Investigation A thorough internal review of clinical notes, practitioner reports, and witness statements (where applicable on set). Within 14 working days
3. Written Response A comprehensive written response outlining the findings, clinical conclusions, actions taken, and remedies offered. Within 20 working days

Note: If a complex investigation requires additional time (e.g., coordinating with external studio production schedules or third-party insurers), you will be notified in writing with a updated completion date.

5. Escalation to Professional Regulators

If you remain dissatisfied with our final internal response or feel that your complaint involves serious professional misconduct, you have the right to escalate your concern to our professional governing bodies:

  • Health & Care Professions Council (HCPC) (for Physiotherapy)

  • General Osteopathic Council (GOsC) (for Osteopathy)

  • The Legal Ombudsman / Private Healthcare Sector Bodies (for financial or insurance contract disputes)

6. Confidentiality & Data Protection

All complaints and incident logs are treated with strict medical confidentiality in accordance with GDPR and Caldicott principles. Raising a complaint will never compromise your future clinical treatment or your professional standing on set/studio lots.