Complaints Procedure
Gillian and Amanda strive to provide the best possible services for our clients.
However, you may feel that we have not met your needs.
If you have any complaint or concern about the service you are entitled to ask for an explanation.
Complaints are dealt with in the first instance by Gillian Lund and in conjunction with advice from her indemnifier (Hiscox) and professional body (Royal College of Midwifery). This procedure does not deal with matters of legal liability or compensation or regulation.
Gillian Lund will:
– Listen to your complaint or concern.
– Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice.
– Improve the service however possible.
How to make your complaint
Any concerns can be raised initially directly during consultations or by phone. If your problem is not resolved in this way and you wish to make a complaint, please do so as soon as possible.
Please make your complaint in writing to Gillian Lund via email at gillian@milkandmums.co.uk
Please be assured that any complaint you make, written or verbal, will be treated in strict confidence and have no effect upon the level of treatment and care that you receive.
If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so. However, whilst we can receive a complaint on your behalf, we cannot provide any medical information to a third party without your written consent.
What happens next?
Your complaint will be acknowledged within two working days of receiving it.
Gillian Lund aims to make a full response to you within the next 20 working days. During that time an investigation will seek to find out what has happened and whether there is any action that can be taken to put things right.
Gillian Lund will:
– Make sure you receive an apology
– Examine what has happened and what went wrong
– Make it possible for you to discuss the problem face to face, if you would like this
– Keep you informed of progress
– Identify what we can do to make sure that problem does not happen again
Getting further help with your complaint
We hope that through our complaints procedure we can resolve your problem satisfactorily. We believe that this will give us the best chance to put the matter right with you and the opportunity to improve our services for all our clients.
If you are unhappy with the outcome of the complaint you can contact the Independent
Sector Complaints Adjudication Service (ISCAS)
Alternatively, you can contact the Association of Tongue Tie Practitioners Chair
This will enable you to access a mediation service Centre for Effective dispute Resolution (CEDR)
You may also want to contact the Nursing and Midwifery Council (NMC) for further advice.
It is important to know that CQC (Care Quality Commission) cannot make complaints for you or take them up on your behalf.
The CQC want you to tell them about experiences of care both good and bad. This helps them decide when, where and what to inspect, and to take action to prevent poor care happening to others in the future.
Thank you
Gillian Lund
Registered with and regulated by the Nursing and Midwifery Council.
Insured by Hiscox.
Member of Lactation Consultants of Great Britain, United States Lactation Consultant Association, The Association of Tongue-tie Practitioners and The Royal College of Midwifery.