Covid-19 Privacy Policy and Complaint Information

Important- You MUST read the amended Ts & Cs, Privacy Policy and  Consent Form that are in place and form the basis of care provision offered by Love2Latch during the COVID-19 pandemic. 



 Additional Privacy Policy and Complaints information (2022)

(This is an addition to Love2Latch’s Privacy Policy to include changed working practices due to Covid-19 (please see T’s and C’s tab for standard Privacy Policy).

As a registrant of the Nursing and Midwifery Council (NMC) as a Registered Midwife, I am required to maintain professional standards in all areas of my practice which includes record keeping and the safe storage of my documents. This is clearly covered in the NMC Code of Professional Standards and Behaviour for Nurses and Midwives.

What information is being collected?

I will require you to complete a Medical questionnaire, Consent Form and Covid-19 Screening form prior to our appointment and this information will be discussed before the face to face appointment if any clinical safety issues are identified.

I will request a degree of personal information about you/your baby including date of birth, address, phone numbers, email address, NHS Numbers, GP details and others.
I also have an online feedback form to collate statistics on aspects of my services .

Can parents/ clients request a copy of the details stored?

You can request to see any documentation that I have about you and your baby. With your permission, I can send you an electronic copy of your baby’s records.

Who is collecting it?

I work as a Private Tongue Tie Practitioner and IBCLC alone, therefore only I will be taking details of your medical history and answering my mobile should you call/text or email.

How is it collected?

I use an electronic healthcare software programme called Cliniko to record care provided within our appointment and ongoing communications.
If I send you electronic information via email, I will have your email address on my email account.
The same applies to your telephone number if we converse on the phone or via text.

Why is it being collected?

The Nursing and Midwifery Council (NMC) and Care Quality Commision (CQC) regulate the care I provide in accordance with the NMC Code of Professional Standards and Behaviour For Nurses and Midwives and they state that records are kept for 25 years.
I also require the collection of your data, for ongoing continuity of care to ensure that I can give the best care possible.

How will it be used?

Your information will be used in the ongoing care of your current and future baby’s care in follow up appointments or discussions.
Your information will not be shared with anyone without your knowledge or sold on to any other businesses.
The exception to this will be if I have any safeguarding concerns about the safety of your baby or children. I am then professionally and legally obligated to share relevant information with appropriate agencies without your consent to enhance the safeguarding of all children.
Annually, I collate statistics on the number of visits, type of feeding situations, comparison of age, sex of baby and feeding outcomes. The information will be lifted from your notes but collated anonymously for my audit purposes.

How will it be stored?

Electronic notes are kept within Cliniko (password protected software programme) on my password protected laptop. I do not store any  hard copies of any records. Any information stored on my mobile telephone is protected by a passcode.

Who will it be shared with?

Regarding the confidentiality of our conversations, please do not share direct exerts of your notes on social media sites without first discussing with me.
Prior to the appointment, you will be asked to read and sign a consent form to give me permission to provide the expected level of care for your baby and also to create electronic notes and to email you a copy if you require it.

The consent form gives me permission to:-

  • Take personal information about you and your baby. Perform an oral assessment of your baby. Following discussion with yourself, then make a suitable care plan which may/may not include a Frenulotomy.
  • Liaise with health professionals as needed.
  • With your explicit permission, take a picture of your baby for professional use only and may appear on my website or social media pages.
  • With your explicit permission I may use your feedback on my website.

What will be the effect of this on the individuals concerned?

That my documentation will provide transparency of care for you as parents.
If you have any concerns about anything that you experience with me or have any improvement suggestions then please contact me directly via email or post. 


Address: Holistic Therapy Room, 15 Osyth Close, Brackmills Industrial Estate, Northampton, NN4 7DY.

Please note this privacy policy only covers my website and does not cover all sites that can be linked to, or accessed from this site. Therefore, when you are moving to another site you may want to read their own privacy policy also.
This includes if I were to recommend a site to read for your information which I may send you via email or text, but also if you choose to ‘like’ or join any related social media pages.

More information to support this privacy policy can be found at:

Information Commissioner’s Office.

General Data Protection Regulation.

NMC Code of Professional Standards and Behaviour For Nurses and Midwives


Jas Jones

Registered Midwife
Tongue-tie Practitioner, IBCLC and Craniosacral Therapy student


Please contact me via email, text or phone if you have any questions about my services or anything on this website.


                             Complaints Information

As a clinic we strive to provide the best possible service for our patients. However, we recognise that sometimes you may feel that we have not met your needs.


If you have any complaint or concern about the service you have received from the doctors or staff working at this centre you are entitled to ask for an explanation.


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


Our promise to you

We 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 we can.


How to make your 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 clinic manager, Jas Jones.


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 at the practice.


If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so and the centre 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.


What happens next?

Your complaint will be acknowledged within two working days of receiving it.  This may well be a phone call from Jas Jones 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 centre 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 practice investigation we will:

  • Make sure your receive an apology
  • 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 problem does not happen again 


Getting further help with your complaint

 We hope that through our practice 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 can use the Centre for Effective Dispute Resolution or you may also contact the CQC if you feel that your complaint is not being dealt with in a satisfactory manner:  Care Quality Commission on email or Nursing and Midwifery Council on



Jas Jones