This section contains information regarding our complaints procedure, privacy notice and informed consent policy. Please do make contact if you would like any further information

Complaints procedure

Charlotte Jopling. Registered Osteopath 6470

If you have a complaint or concern about any aspect of your care, please let me know as soon as possible and I will try to resove things for you.

Please let me know the full details of your complaint and I will undertake to treat it seriously, deal with it promptly and learn from if by reviewing, or when appropriate, improving my standards.

  • Step 1. Please make your complaint to me in person, over the phone, by email or letter.  

         I will find out what happened and why it happened. I will then give you a full explanation and identify how I can make sure the                           problem does not arrise again.

  • Step 2. If you feel that your complaint has not been dealt with appropriately or you do not feel comfortable contacting me directly, then you can email the Institute of Osteopathy on or call 08001105857.
  • Step 3. If you would like to lodge a formal complaint with the regulatory body or if you are concerned about safety, then the General Osteopathic Council can be contacted on 02073576655. Please note that the GOsC cannot award any financial compensation.

Privacy notice

Charlotte Jopling. Registered Osteopath 6470

(Why we collect your personal data and what we do with it)


When you supply your personal details to this clinic they are stored and processed for 4 reasons:


 1.We need to collect personal information about your health in order to provide you with the best possible treatment. Your requesting treatment and our agreement to provide that care constitutes a contract. You can, of course, refuse to provide the information, but if you were to do that we would not be able to provide treatment.


 2 .We have a “Legitimate Interest” in collecting that information, because without it we couldn’t do our job effectively and safely.


 3.We also think that it is important that we can contact you in order to confirm your appointments with us or to update you on matters            related to your medical care. This again constitutes “Legitimate Interest”, but this time it is your legitimate interest.


 4.Provided we have your consent, we may occasionally send you general health information in the form of articles, advice or newsletters.         You may withdraw this consent at any time – just let us know by any convenient method.


We have a legal obligation to retain your records for 8 years after your most recent appointment (or age 25, if this is longer), but after this period you can ask us to delete your records if you wish. Otherwise, we will retain your records indefinitely in order that we can provide you with the best possible care should you need to see us at some future date.


Your records are stored

on paper, in locked filing cabinets, and the buildingds are always locked out of working hours.


electronically (“in the cloud”), using a specialist medical records service. This provider has given us their assurances that they are fully compliant with the General Data Protection Regulations. Access to this data is password protected, and the passwords are changed regularly.


We will never share your data with anyone who does not need access without your written consent. Only the following people/agencies will have routine access to your data:


  • The medical records service who store and process our files
  • Your practitioner(s) in order that they can provide you with treatment
  • Our reception staff, because they organise our practitioners’ diaries, and coordinate appointments.

Informed Consent Policy

Charlotte Jopling. Registered Osteopath 6470


Charlotte Jopling will always endeavour to treat patients politely and with respect and to seek consent before embarking on any aspect of their care. This forms a vital part of the practitioner-patient relationship.

This policy explains how Charlotte Jopling adheres to the Osteopathic Standards:

A3:         Patients need to be given the information they need, in a way that they can understand.

A4:         Osteopaths must receive valid consent before examination and treatment and record as appropriate.

Informed consent

Before examination Charlotte will explain to the patient what is going to happen and why the examination is necessary. Questions will be encouraged and we aim to provide honest and full answers. The patient will be given the opportunity to say no to any examination

When given an explanation or her working diagnosis, Charlotte will endeavour to fully explain her thinking, using various communication methods, to explain what the working diagnosis is.

Before carrying out any treatment, Charlotte will explain and discuss:

  • why she feels the treatment is necessary
  • the potential benefits and risks of treatment
  • alternative treatment options, where appropriate, including doing nothing

During this discussion, questions will be encouraged and we aim to provide honest and full answers. This is in line with the Mongomary standard of care. Charlotte will try to explore any concerns they may have and not pressure them into a decision.

Charlotte understands that decisions about their care must be undertaken by the patient and she respects their right to

  • Refuse to give consent to examination or treatment
  • Change their mind after they have given consent

When informed consent is given for examination and treatment, this will be documented in the noted using ‘VCG’ (verbal consent given).

Special cases.

There are occasional, specific cases when additional written consent may be required for a particular treatment. This would be fully discussed with the patient at the time of diagnosis and noted accordingly.

Who is required to give informed consent?

All those over 16 years old, with presumed capacity, have the right to make their own decisions and are required to give informed consent.

For those over 16 years old who do not have capacity at the time of the appointment decisions on examination and treatment will be made in accordance with the Mental Capacity Act 2005.

Children under 16 years can consent to their own treatment, provided they are deemed ‘Gillick competent’. For those children who are not deemed Gillick competent or who are under 13 years of age, informed consent should be given from their parent or guardian.


Version created 27 February 2022