Compliments & Complaints

I pride myself on providing the very best, high quality care. All my work is subject to external audit to give you peace of mind. If you have any concern or complaint, please speak to me directly so we can resolve this. I also use an independent , external company to review any incidents, or complaints that we cannot resolve (or you wish to escalate). Contact linda@clinicalgovernance.uk. When you book care with me, you agree to be contacted for feedback and agree to your records being audit by a registered, impartial health professional for quality assurance purposes.

Compliments can be shared via Google Reviews, (click here), by feedback in post procedure satisfaction survey or by email. Should you wish to discuss any concerns regarding your care please refer below for full transparency on process followed.

Patient Complaint Information

I strive to provide the best possible service for my patients. However, I recognise that sometimes you may feel that I have not met your needs.

If you have any complaint or concern about the service you have you are entitled to ask for an explanation.

I operate an in-house complaints procedure to deal with your complaint. This procedure does not deal with matters of legal liability or compensation.

Should your complaint not be resolved to your satisfaction clinical governance is provided externally and independently by Clinical Governance UK

Who will conduct a thorough clinical incident investigation, delivering comprehensive reports and actionable recommendations for healthcare improvement.
Who also manage complaint handling with a strong commitment to duty of candour compliance, ensuring transparency and accountability.

My promise to you

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 however I can.

How to make your complaint

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. This will enable me to establish what happened more easily.

Please make your complaint in writing to Suzanne Barber at Babytobreast Ltd.

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 and Babytobreast Ltd will work with them and yourself to resolve the problem. However, 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.

What happens next?

Your complaint will be acknowledged within two working days of receiving it. This may well be a phone call from Suzanne Barber to you (or your advocate) to make sure I fully understand your complaint.

I aim to make a full response to you within the next 21 working days. During that time an investigation to find out what has happened will be conducted and whether there is any action that can be taken to put things right. If at the end of those 21 days I am still conducting my investigations I will notify you of the position and keep you fully informed until the investigation has been concluded.

As a result of the investigation I will:

Offer you receive an apology
Find out what has happened and what went wrong
Make it possible for you to discuss the problem, if you would like this
Keep you informed of progress
Identify what I can do to make sure that problem does not happen again

Getting further help with your complaint

I hope that through our practice complaints procedure I can resolve your concern satisfactorily. I believe that this will give me the best chance to put the matter right with you and the opportunity to improve my services for all my patients. If, however, I am unable to resolve your concern you may wish to take your complaint further. Please contact linda@clinicalgovernance.uk who will provide impartial, external scrutiny to your complaint and advise further.

Refund requests

Any request for a refund of monies paid will be evaluated on a case by case approach. No charges will be made for additional services expected but not provided (frenulotomy or tongue tie release). Refunds will not be provided where payment has been taken for non attendance or late cancellations. If this is your situation then you may use the payment as credit on a subsequent appointment with Babytobreast in the next 30 days.