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Complaints Procedure

Dr Sharon Silberstein strives to provide the best possible service for her patients. However, sometimes you may feel that she has not met the high standards she set for herself.

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 Dr. Sharon Silberstein in conjunction with advice from the Independent Doctors Federation as well as from her indemnifier (Hiscox and Corvelia). The IDF will get involved, should she not be able to resolve the issue. Should this not be sufficient, ISCAS (Independent Sector Complaints Advisory Service) will get involved.

In case of a complaint, Dr Silberstein will listen to your complaint or concern and respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice.

How to make your complaint

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 make your complaint in writing to Dr Sharon Silberstein by emailing breastfeedingdoctor@gmail.com.

Any complaint you make, written or verbal, will be treated in strict confidence and has 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. However, whilst we can receive a complaint on your behalf, we cannot provide any medical information to a third party without your written consent.

What happens next?

Your complaint will be acknowledged within two working days of receiving it.

Dr Silberstein aims to make a full response to you within 20 working days of receipt. 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.

Dr Silberstein will:
Make sure you receive an apology
Examine what has happened and what went wrong
Make it possible for you to discuss the problem face to face, if you would like this
Keep you informed of progress
Identify what we can do to make sure that problem does not happen again

Dr Sharon Silberstein
MD, IBCLC

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