Policies

Last updated: 16th November 2025
Written by: Jenni Stoole, IBCLC – Infant Feeding Support Practitioner

Welcome & Introduction

Thank you for considering my support. My aim is to provide parents and families with a calm, caring, and evidence-based space to explore their infant feeding journey - whether that’s breastfeeding, bottle feeding, expressing, combination feeding, or moving on from feeding altogether.

These policies are here to make things clear and reassuring for everyone. They explain how I work, what you can expect from me, and how I keep our time together professional, confidential, and respectful.

If you ever have any questions about these policies, please don’t hesitate to ask.

1. Bookings & Payments

Making a Booking

  • You can get in touch by email or message to enquire about a session.

  • I’ll usually have a short conversation to check that your needs are something I can help with.

  • If so, I’ll confirm the details and price by email.

  • Once you agree to the quote, I’ll record the booking in my schedule and confirm it by email.

Payments

  • Payment is usually due after the session unless we agree otherwise in writing.

  • For any multi-session packages or digital resources (such as guides or follow-up materials), I may request payment in advance.

  • Payment can be made by [bank transfer / other preferred method].

Cancellations & Rescheduling

  • I understand that life with babies is unpredictable, and I try to be flexible.

  • Please let me know as soon as you can if you need to cancel or rearrange - ideally by the day before.

  • There are no cancellation fees, though I appreciate early notice where possible.

  • If a previous session has not been paid for, I may pause or postpone any new booking until payment is received (with notice given in advance).

2. Confidentiality & Record Keeping

Confidentiality

  • Everything discussed during our sessions - in person, over the phone, or online - is kept strictly confidential.

  • I will not share any information about you or your family without your explicit consent, except if required by law (for example, if there are concerns about the safety of a child or vulnerable adult).

Record Keeping

  • I keep digital notes from each session, including your contact details, relevant background, and the advice or information discussed.

  • Session notes are stored securely in a private, password-protected Google business account.

  • Access to this account is limited to myself and my husband, who assists with the administrative and organisational side of the business (for example, scheduling, record management, and accounts). He is not involved in providing client advice or support, and he follows the same strict standards of confidentiality as I do. All records are treated as private and are never shared outside the business except with your explicit consent or if required by law.

  • Records are kept for a minimum of 7 years or until your child turns 21 years old, whichever is longer, in line with best practice for infant-related care.

  • You have the right to request a copy of your records or ask for them to be deleted (within legal limits).

Sharing Information

  • With your consent, I may occasionally consult with or refer to another professional (for example, another IBCLC or health visitor) if it would benefit your care.

  • Any information shared would be limited to what’s necessary and always handled respectfully and securely.

3. Scope of Practice & Client Understanding

My Role

  • I am an International Board Certified Lactation Consultant (IBCLC) offering professional, non-medical, educational support for infant feeding.

  • My role is to provide information, encouragement, and practical strategies to help you make informed choices that feel right for your family.

Not a Medical Service

  • I do not diagnose medical conditions or prescribe medication.

  • If I feel that your situation requires medical assessment, I will advise you to seek guidance from your GP, health visitor, midwife, or another appropriate healthcare professional.

Informed Consent

  • By booking a session, you are confirming that you understand the nature of my service - supportive and educational, not medical.

  • You are welcome to ask questions at any time and to make your own choices about any advice given.

  • You can stop or pause support at any time.

4. Health, Safety & Conduct

Health & Hygiene

  • I maintain high hygiene standards for any in-person visits, including hand hygiene and clean equipment.

  • If you, your baby, or anyone in your household is unwell (for example, with a contagious illness), please let me know as soon as possible so we can rearrange safely.

  • Likewise, if I am unwell, I will reschedule your session.

Home Visits & Locations

  • Most sessions take place in your home or another agreed, neutral setting.

  • In some cases, I may invite you to my home if that’s more convenient for both of us - always with clear communication and mutual agreement.

  • Your comfort and privacy are my priority during any visit.

Respectful Conduct

  • I aim to create a calm and respectful environment for all clients.

  • I ask that all communication and behaviour remain courteous.

  • I reserve the right to end or decline a session if I feel unsafe or if professional boundaries are not respected.

5. Safeguarding

  • As an Infant Feeding Support Practitioner and IBCLC, I am committed to promoting the safety and wellbeing of all families and children I work with.

  • During my work, if I ever have concerns about the welfare or safety of a baby, child, or vulnerable adult, I have a duty to act appropriately. This may include discussing my concerns with you, and if necessary, contacting relevant safeguarding services or professionals for advice or support.

  • I will always aim to handle any safeguarding matter sensitively, respectfully, and in line with local and national guidance.

  • If you ever have worries about your own safety or your baby’s safety, I can signpost you to appropriate support services or professionals who can help.

6. Professional Standards & Complaints

My Commitment

  • I am committed to providing a high-quality, evidence-based, and compassionate service.

  • I stay up to date with continuing education and follow the International Code of Marketing of Breastmilk Substitutes and the IBCLC Code of Professional Conduct.

Feedback & Concerns

  • I always welcome feedback and suggestions - positive or constructive.

  • If you have a concern or complaint, please contact me directly so we can resolve it promptly and fairly.

  • If you ever feel that your concern cannot be resolved with me, you can contact the International Board of Lactation Consultant Examiners (IBLCE) or Lactation Consultants of Great Britain (LCGB) for independent guidance.

Thank You

I’m grateful for the trust families place in me during such an important time in their lives. These policies exist to help that trust flourish - through clarity, respect, and shared understanding.

Warmly,


Jenni Stoole, IBCLC
 Infant Feeding Support Practitioner
 📍 Milton Keynes, UK
📧 jennistoole@gmail.com
🌐 jennistoole.co.uk