Reducing common complaints in osteopathy

Guild Insurance spends a great deal of time analysing claims and complaints relating to osteopathy treatment. This involves complaints made directly to the osteopath or osteopathy practice, as well as complaints to a regulatory body such as Ahpra. This analysis helps Guild better understand key details such as:

  • What the complaint or allegation is about.
  • What factors may have contributed to the incident, even if they are not mentioned in the complaint.
  • What could have been done differently to possibly avoid the complaint from occurring.

This information is then used to develop what Guild calls ‘risk messages for osteopathy’. These messages provide guidance on risk management strategies to help reduce the likelihood of complaints. While risk management can’t guarantee that a complaint won’t occur, following these recommendations can help osteopaths take positive steps toward prevention.

10 Risk Messages

1. Ensure communication is a key feature of your work

Guild’s claims analysis suggests that poor communication is a factor in almost all treatment-related complaints. While patients rarely complain specifically about communication, it often plays a role when incidents are investigated. Osteopaths must focus on communication with patients, their families, colleagues, and other health professionals. Clearly explaining treatments and their purpose is crucial—good clinical skills alone are not enough.

2. Know and adhere to all Ahpra requirements

As a registered health professional, it is an osteopath’s responsibility to be aware of Ahpra’s requirements. This means reviewing the codes and guidelines available on the Ahpra website. Some guidelines outline best practices, while others refer to legal requirements. Ignorance of these regulations is not an excuse for non-compliance.

3. Adhere to advertising guidelines

Ahpra’s advertising expectations are outlined in the Guidelines for Advertising Regulated Health Services. Many complaints are lodged against health professionals for breaching these guidelines. Osteopaths must understand that non-compliance is a criminal offence under the National Law and can result in hefty fines.

4. Conduct a thorough assessment before treatment

Adequate assessment is essential before providing treatment. Claims often arise when assessments are incomplete, leading to inappropriate or ineffective treatments. Assessments should not be rushed, and details must be recorded in the clinical record. Avoid making assumptions—poor assessment typically results in poorly chosen treatments.

5. Manage patient expectations

Patients should have realistic expectations regarding treatment outcomes. Unrealistic expectations can lead to dissatisfaction and complaints. Osteopaths should ensure that patients understand their treatment plan and potential outcomes through clear communication.

6. Obtain informed consent

Patients must provide informed consent before treatment. This includes discussing recommended and alternative treatments, potential benefits and risks, and financial costs. This conversation should be documented in clinical records. Simply signing a generic consent form at reception is not sufficient.

7. Be mindful when treating sensitive areas

Each year, Guild Insurance receives claims involving accusations of inappropriate touching during treatment. In most cases, the treatment was justified, but a lack of communication left the patient confused. Osteopaths should always explain treatments in non-clinical language, ensure patient comfort, and use appropriate coverings such as towels.

8. Refer patients to other practitioners when necessary

Osteopaths play a key role in healthcare, but there are times when another health professional is better suited for a patient’s needs. Recognising when a referral is necessary is crucial. Sometimes, the best treatment an osteopath can provide is no treatment at all.

9. Don’t be coerced into making clinical decisions against your judgment

Osteopaths may sometimes face pressure to perform treatments they do not believe are appropriate. Whether it’s a patient requesting an unjustified treatment or insisting on care despite an osteopath’s reservations, professionals must stand by their clinical judgment. Remember, osteopaths are responsible for their decisions and must be able to justify them.

10. Maintain adequate clinical records

Clinical records serve multiple purposes. They help osteopaths track patient history and continuity of care, provide evidence in case of complaints or audits, and ensure compliance with the Osteopathy Board of Australia’s expectations.

Guild Insurance Limited ABN 55 004 538 863, AFS Licence No. 233 791. This article contains general information only and is not intended as legal advice. Guild Insurance supports your Association through referral fees for certain products or services.

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