I will always take complaints about any aspects of my services very seriously, in order to ensure that every patient has only the very best experience at all times.
However, sometimes you may feel that I 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 Diana Warren in conjunction with advice from her indemnifier (Hiscox). This procedure does not deal with matters of legal liability or compensation or regulation.
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 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.
Complaints can be made in writing to: D.Warren
31 Avondale Road, Barlestone, Nuneaton, Warwickshire CV13 0HX,
or via email: firstname.lastname@example.org
by the patient's parent/legal caregiver or by an authorised person on their behalf. Complaints should be clear, so that it can be dealt with efficiently. However, whilst I can receive a complaint on your behalf, I cannot provide any medical information to a third party without your written consent.
Each complaint will receive written/email acknowledgment within 48 hours, and I will strive to resolve the complaint within 20 working days. Any delays in this process will be formally communicated to the client with a revised time frame.
If you are unhappy with the outcome of your complaint you may seek further advice from the CEDR (Centre for Effective Dispute Resolution). For this I would make initial contact with them and forward onto you the forms they require. This is an independant organisation who will provide professional mediation and investigation into the nature and outcome of the complaint.
The CQC also want you to tell them about your experiences of care. It helps them to decide when, where and what to inspect, and to take action to prevent poor care happening to others in future. CQC also want to hear about good experiences of care. However, it is important to know that CQC cannot make complaints for you or take them up on your behalf because as a regulator the CQC does not have powers to investigate or resolve them. You can contact the CQC by email
The Care Quality Commission are keen to receive feedback on the services they regulate, although they (CQC), my Professional Indemnity Insurance Provider (Hiscox), the Nursing and Midwifery Council (NMC) and the Association of Tongue Tie Practitioners (ATP) do not directly deal with complaints, they may provide you with additional guidance or support and are also listed below for your convenience.
Care Quality Commission (CQC) www.cqc.org.uk/contact-us (online form) or email email@example.com.
Feedback directly to the CQC is welcomed directly to www.cqc.org.uk/tellus
Hiscox Insurance Company Ltd, 1 Great St Helen's, London, EC3A 6HX.
Nursing and Midwifery Council (NMC): http://www.nmc.org.uk/concerns-nurses-midwives/concerns-complaints-referrals/
Association of Tongue Tie Practitioners (ATP): http://www.tongue-tie.org.uk
Information Commisioner's Office (ICO) 0303 1231113 www.ico.org.uk Reference ZA100466
© DIANA WARREN IBCLC, RGN