Client complaint procedure
Client complaint information
As an independent Tongue-tie Practitioner, Luci Lishman intends to provide the best possible service for her clients. However, she recognises that sometimes you may feel that she has not met your needs.
If you have any complaint or concern about the service you have received from Luci Lishman you are entitled to ask for an explanation.
In the first instance, complaints are dealt with by Luci Lishman in conjunction with advice from her professional indemnifier (Hiscox). This procedure does not deal with matters of legal liability or compensation.
If your complaint is regarding others working for or with Luci within Chiltern Breastfeeding Partnership please contact them directly following their own client complaint procedures.
Her promise to you
She 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 she can.
How to make your complaint
It is hoped that your problem can be resolved easily and promptly, often at the time the problem arises and with the person concerned.
If your problem cannot be sorted out in this way and you wish to make a complaint please do so as soon as possible. This will enable her to establish what happened more easily.
Please make your complaint in writing to Luci Lishman by emailing her at support@chilternbreastfeeding.com.
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 and Luci will work with them and you to resolve the problem. However, whilst Luci can receive a complaint on your behalf she cannot provide any medical information to a third party without your authority. To discuss or provide confidential information she would require a note signed and dated by you.
What happens next?
Your complaint will be acknowledged within two working days of receiving it. This may well be a phone call from Luci to you (or your advocate) to make sure she fully understands your complaint.
She will aim to make a full response to you within the next 21 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.
She will:
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Make sure you receive an apology
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Find out what has happened and what went wrong
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Make it possible for you to discuss the problem if you would like this
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Keep you informed of the progress
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Identify what she can do to make sure that problem does not happen again
Getting further help with you complaint
If you are unhappy with the outcome of your complaint Luci can offer the use of a mediation service, Centre for Effective Dispute Resolution (CEDR).
You can also seek further advice from the Nursing and Midwifery Council at www.nmc.org.uk.
The CQC (Care Quality Commission) 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 from 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 enquiries@cqc.org.uk.