Feedback & Complaints
Patient Feedback & Complaint Information
As a clinic, we strive to provide the best possible service for our patients and really hope your experience is a positive experience. We welcome feedback about our service, whether this is positive or where you may feel we have areas for improvement. Your feedback is helpful and ensures we are able to continually grow and improve our service to you going forward.
We also recognise that sometimes you may feel that we have not met your needs. If you have any complaints or concerns about the service you have received, you are entitled to voice those concerns by filing a complaint so we further investigate and resolve this for you. We operate an in-house complaints procedure to deal with your complaint. This procedure does not deal with matters of legal liability or compensation.
You can view our complaints policy here.
Our promise to you
We will:
Listen to your feedback, complaint or concern.
Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice.
Improve the service however we can.
Feedback Survey
Please complete the feedback survey below.
How to make a complaint
We hope that we can resolve your problem 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 we would like you to do so as soon as possible. This will enable us to establish what happened more easily.
Please make your complaint in writing to Registered Manager – Teresa Chambers. If you would like assistance with making your complaint Teresa will be able to help you complete a Complaint Form. 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 from Feeding UnTied Ltd.
If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so and the Company will work with them and yourself to resolve the problem. However, whilst we can receive a complaint on your behalf we cannot provide any medical information to a third party without your authority. To discuss or provide confidential information we would require a note signed and dated by you. A member of our staff would be happy to assist you with this.
Printable complaint leaflet
Printable complaint form
OR
Please complete the ONLINE COMPLAINTS FORM below
What Happens next?
Your complaint will be acknowledged within two working days of receiving it. This may well be a phone call from Teresa Chambers to you (or your advocate) to make sure we fully understand your complaint.
We aim to make a full response to you within the next 21 working days. During that time, the company 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 those 21 days we are still conducting our investigations, we will notify you of the position and keep you fully informed until our investigations have been concluded.
As a result of the investigation we will:
- Make sure you receive an apology and/or explanation
- Find out what has happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Keep you informed of our progress
- Identify what we can do to make sure that the problem does not happen again
What happens next?
Getting further help with your complaint
We hope that through our company 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 patients.
If, however, we are unable to resolve your complaint we are members of the Association of Tongue-tie Practitioners (ATP) and will refer the complaint to the ATP mediation service, which has an independent support panel to help reach amicable resolution. Please click on the link below:
https://www.tongue-tie.org.uk/complaints-and-guidance-for-caregivers
You may alternatively wish to contact our regulators, if you feel that your complaint is not being dealt with in a satisfactory manner and you wish to raise serious concerns:
The Nursing and Midwifery Council (NMC), https://www.nmc.org.uk/concerns-nurses-midwives/raise-a-concern/
Care Quality Commission (CQC), https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider
Online Complaint Form
Patient Complaint Record
Patient Complaint Record
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