Enquiry handling
All enquiries coming in to the CSP intially go through our Enquiry Handling Unit ('the EHU'). Everyone using the team can expect great service and accurate advice and information. Find out more about the EHU here.
Our service
We provide the following:
- a comprehensive information service on all aspects of physiotherapy and related matters answering a wide range of questions about: professional advice, CPD, working in the UK, membership, employment relations and many other varied topics relating to physiotherapy.
- access to a wide range of quality information, in a variety of formats, to help enquirers identify and explore appropriate opportunities.
The EHU will:
- respond within 2 working days to requests for information, where that information is held within the EHU. Where information is sought from other units within the CSP this may be up to 7 working days as a result of working patterns. Enquiries are directed to the appropriate person whenever necessary.
- respond to an email within 2 working days. If you haven't received a response within this time it may be due to the email being undeliverable. Please call 020 7306 6666 if this is the case.
While the EHU is able to provide information on a wide range of issues it is not able to provide the same depth of information as professional advisers and experts from other areas of the CSP. Where it is unable to provide users with the depth of or information needed a referral will be made to an appropriate member of staff.
The EHU is committed to:
- providing a professional courteous response
- treating users of the service and each other with fairness, respect and consideration
- providing client-focused, impartial, objective, transparent, accessible and, so far as concerns individuals, confidential information and guidance
- promoting equality of opportunity
Reception service
As part of the EHU the reception team provide a warm and friendly welcome to visitors to the CSP. Receptionists are responsible for booking in visitors of the CSP, booking couriers and taxis as well as directing visitors to local amenities.
Mission statement
The EHU team are dedicated to providing customer service excellence by uniting your needs and our skills. To provide a centrally located information service for members, prospective members and other customers contacting the Chartered Society of Physiotherapy
EHU policies and procedures
We have policies and procedures on the following aspects of our service: telephone, email, post, confidentiality and data protection and customer service standards/statement of service. Full versions of EHU policies and procedures are available on request from the Enquiry Handling Unit.
Who's who in the EHU?
Customer relations manager Roger Hitt leads up the EHU team. Allison, Andy, Jamie, Hanna, Karen, Mandeep, Sophie, Suzanna and Zeenett are all enquiries officers and Chris is the senior enquiries officer. Sophie and Suzanna are receptionists.
Contact the EHU
You can contact the EHU by:
- post: The Chartered Society of Physiotherapy, 14 Bedford Row, London WC1R 4ED
- phone: 020 7306 6666 or fax: 020 7306 6611
- textphone: 020 7314 7890
- email: enquiries@csp.org.uk
Complaints and suggestions
We are keen to know what you think of our enquiry service. If we have got something wrong, please let us know so that we can put it right. We are equally keen to hear from you if you are pleased with our service, or if you have a suggestion about how we can improve it.
Please send us an email enquiries@csp.org.uk or call the Customer Relations Manager on 020 7306 6695 or 020 7314 7839.
If you need to make a formal complaint about us or another part of the CSP you can get details of the CSP's Complaints Procedure on our Making a complaint page.
What does the Matrix symbol signify?
The EHU was assessed at the end of May 2006 for matrix quality standards for information advice and/or guidance services. The matrix Standard is the quality framework for the effective delivery of information, advice and/or guidance on learning and work. The EHU was assessed over 2 days against 8 elements four of which were around service provision and 4 around management of the service. The benefits to the EHU in undergoing the assessment are:
- Improved systems
- Resources better deployed
- Growth in internal capacity and productivity
- Continuous improvement as a way of life
- Robust relationship between strategy and operations
- A boost to confidence and competence
- Improved team working
- A valuable feel-good factor
- Clear payback on the investment in information and advice
If you would like more information on the matrix journey, you can find this on the matrix website: http://www.matrixstandard.com/.
