Feedback and Complaints
At My Midwives, we strive to provide the best possible service and welcome your feedback to help us achieve this. Although a My Midwives staff member might be acting with the best of intentions, clients may lodge complaints as a result of their action(s) or inaction(s). You have the right to express your concern and to have this heard and acted on.
As per the My Midwives Complaints Policy you can provide feedback in two forms:
- Written Complaints
- Face to Face Complaints
Complaints and Feedback Process:
- Speak to your primary midwife or the staff member(s) involved initially.
- If you are unhappy with the response, please ask to speak to the Clinical Manager of your practice – you can arrange to do this through the administration team if you do not have the Clinical Managers contact details.
- If your complaint isn’t resolved after speaking with the Clinical Manager, you can submit your complaint in writing to the Managing Director via the online form or email to admin@mymidwives.com.au
- Otherwise, If the complaint is in relation to an administrative staff member or you feel you cannot make a verbal complaint, please submit in writing via the online form or email to admin@mymidwives.com.au
All complaints are acknowledged within 5 working days and responded to in due course by the senior management team. All complaints and feedback provided lead to continuous improvement within My Midwives
How to submit a written complaint to My Midwives
You can submit your complaint in writing to the Managing Director via email to admin@mymidwives.com.au
My Midwives also has an online form if you wish to submit a complaint or provide feedback. In order for My Midwives to follow our complaints procedure, you are required to identify yourself on this form. If you wish to remain anonymous, please complete the survey that is issued to all clients after their completion of care.
My Midwives monitors all trends and outcomes both for individual midwives, practices and as a whole.
You are also welcome to submit feedback to the various state-based bodies if you need to take it further. You may wish to contact the Office of the Health Ombudsman. This independent organisation reviews and investigates health complaints.
