As an independent midwife providing a frenulotomy and feeding support service, I strive to provide the best possible service for my clients. However, I recognise that sometimes you may feel that I have not met your needs. If you have a complaint or concern about the service you have received from me, you are entitled to ask for an explanation. I will try to resolve your concerns in the first instance.

I 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 where possible.

I hope that I can resolve your problem easily and promptly, often at the time the problem arises. If your problem cannot be sorted out in this way and you wish to make a complaint I would like you to do so as soon as possible, as it will be easier to establish what happened.

Please make your complaint to me in writing, or by phone or email. Details as follows:

Erinn WinterInfant Feeding Specialist Services Ltd

01767 310048
07811 817906
erinnwinter@protonmail.com

Please be assured that any complaint you make will be treated in confidence, with exceptions to confidentiality detailed in my Privacy Notice.

If you would prefer a family member, friend or advocate to make a complaint on your behalf, they may do so and I will work with them to resolve the problem. Whilst I can receive a complaint on your behalf, I cannot provide any medical information to a third party without your authority. To discuss or provide confidential information I would require a note signed and dated by you, in order to authorise this.

I will acknowledge your complaint within 10 working days of receipt, and aim to respond in full within 20 working days of receipt. During that time I will conduct an investigation to find out what has happened and whether there is any action that can be taken to put things right. If at the end of this time I am still conducting my investigations I will notify you of the position and keep you fully informed until my investigations have been concluded.

If you feel it necessary, you are entitled to contact the Nursing and Midwifery Council (NMC) Referrals Helpline, on 020 3307 6802.

The Care Quality Commission does not investigate complaints against practitioners, but you can contact them to inform them about the care you have received. Further details can be found on their website: https://www.cqc.org.uk/get-involved/share-your-experience/peoples-experience-care-what-we-want-know-...

Updated 9/2/24