Enquiry handling unit

The enquiry handling unit is the first point of contact for all enquiries coming in to the CSP. The role of the EHU is to provide a client-focused service to both internal and external customers and to provide up-to-date, accurate advice and information. The EHU maintains a broad understanding of all functions to ensure enquiries are directed to the appropriate person when necessary.

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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

What we do

The EHU provides 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
  • 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.

EHU policies and procedures

Telephone

The telephone answering policy details what members and other customers can expect when calling the EHU.

Email

This policy describes how the EHU deals with enquiries received by email.

Post

This policy outlines how postal correspondence is dealt with.

Confidentiality and data protection

This policy describes how the EHU manages confidentiality and client records.

Customer service standards/statement of service

This policy describes what members and other customers can expect from the EHU

Full versions of EHU policies and procedures are available on request from the Enquiry Handling Unit.

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Who's who in the EHU?

Roger Hitt   - Customer Relations Manager
Chris - Senior Enquiries Officer
Allison - Enquiries Officer
Andy - Enquiries Officer
Jamie - Enquiries Officer
Dahlia - Enquiries Officer
Karen - Enquiries Officer
Mandeep - Enquiries Officer
Sophie - Enquiry Officer
Zeenett - Enquiries Officer
Sophie - Enquiries Officer

How to contact the EHU

You can contact the EHU by

Post:
The Chartered Society of Physiotherapy
14 Bedford Row
London
WC1R 4ED

Telephone: 020 7306 6666

Fax: 020 7306 6611

Textphone: 020 7314 7890

Email: enquiries@csp.org.uk

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Complaints and suggestions

If you have a complaint about the service you have received from the enquiry handling unit we would like you to tell us about it and we will try to put the matter right. If you have suggestions for how we can improve our services we would also like you to let us know.

To make a complaint or suggestion about the service please follow the steps below:

Step 1:

  • You can complete our complaints and suggestions form (please see Word document download link at bottom of this page) and:

    post it to us at:
    The Chartered Society of Physiotherapy
    14 Bedford Row
    London
    WC1R 4ED

    or
     
  • Complete the form online and email it to enquiries@csp.org.uk

    or
     
  • Call the Customer Services Manager on 020 7306 6695 or 020 7314 7839

 

Step 2:
We will acknowledge your compliant or suggestion within 2 working days or receipt to tell you how will be dealing with it and send you a full response within 5 working days.

Our promise to you

  • We will investigate your complaint thoroughly
  • We will contact you within 2 working days of receipt to tell you who is dealing with this matter
  • We will provide you with a full written response within 5 working days to let you know either the outcome of our investigation, or to tell you who is dealing with the matter and how long it will take.

 

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 http://www.matrixstandard.com.

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