It is important for us to receive both positive and negative feedback; this will help us to improve our services.
There are a variety of reasons why you may wish to complain. These include:
- Being unhappy with your:
- One to One midwife
- MaMA (Mother and Midwife assistant)
- Difficulty building a positive relationship with your midwife
- Poor communication
Is it to late for me to complain?
The national standards states that the time limit for making a complaint is 12 months from the event that gave rise to the complaint. The exception is when the complainant was not aware that there was cause for complaint until a later date; the timeframe is then 12 months from when you become aware. However, at One to One we feel it is never to late for you to make a complaint. It is not unusual for a woman to take months or even years to process the care that she has received and get to a point where she is able to talk about it. Complaints are used to raise awareness of women’s pregnancy and birthing experiences and help to inform future service improvements.
What is a complaint?
The complaint is a factual statement written by you that will serve as your “official” account. The complaint should include as a minimum, your name, your date of birth, the time you were booked with One to One and your address and contact telephone number and is a place for you to tell us exactly what happened to you while accessing our services.
How to make a complaint?
You can make a complaint by:
- Telephone – 0330 330 9121 and ask for the Complaints Manager
- Email – email@example.com
One to One website – www.onetoonemidwives.org via general enquiries
- North West Region: FAO - One to One Midwives, St James Centre, 344 Laird street, Birkenhead, Wirral, CH41 7AL
- South East Region: FAO - One to One Midwives, Abbey Field Medical Centre, Ypres road, Colchester, Essex, CO2 7EW
Via letter or email:
What happens next?
- The local Health Watch which can be found from the national Health Watch England website: www.healthwatch.co.uk
- Parliamentary and Health Service Ombudsman (PHS) – and request a review of their complaint. More information about the role of the PHS can be found at: www.ombudsman.org.uk
- The Care Quality Commission (CQC) alsprovides guidance on how to make a complaint on its website
Complaints Policy (1016 KB)