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Terms & Conditions

These terms and conditions tell you how this Healthwatch website is managed and how you are protected when you are using our site.

If you do not agree with these terms, you should leave the site immediately.

Using our site

This Healthwatch website is maintained for your personal use and viewing. Access and use by you of this site constitutes acceptance by you of our Terms and Conditions, which take effect from the date of first use.

Copyright

The material featured on this site is subject to copyright protection unless otherwise indicated.

This Healthwatch website's copyright protected material may be reproduced free of charge in any format or medium for research, private study or for internal circulation within an organisation. This is subject to the material being reproduced accurately and not used in a misleading context.

Where any of this Healthwatch website's copyright items from this site are being republished or copied to others, the source of the material must be identified and the copyright status acknowledged.

Permission to reproduce this Healthwatch website's protected material does not extend to any material on this site that is identified as being the copyright of a third party. Authorisation to reproduce such material must be obtained from the copyright holders concerned.

Use of the Healthwatch logo

We don't allow external organisations to use our logo – including all registered providers. The only exceptions may be partner organisations that work closely with us on specific projects. In these cases, we may give permission for our logo to be used.

Our policy on the use of the logo is designed to prevent the public from being misled. Therefore, no provider – including registered providers – are allowed to use the logo.

The Healthwatch logo is a registered trademark and is protected under trademark law. If an external party uses it without permission, this constitutes infringement of our trademark.

Disclaimer

This website and material relating to Healthwatch , information, products and services (or to third party information, products and services), is provided 'as is', without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy.

We do not warrant that the functions in the material contained on this site will be uninterrupted or error free, that defects will be corrected, or that this site or the server that makes it available are free of viruses or represent the full functionality, accuracy, or reliability of the materials.

In no event will we be liable for any loss or damage including, without limitation, indirect or consequential loss or damage, or any loss or damages whatsoever arising from use or loss of use of, data or profits arising out of or in connection with the use of this website.

Virus protection

We make every effort to check and test material at all stages of production. It is always wise for you to run an anti-virus program on all material downloaded from the Internet.

We cannot accept any responsibility for any loss, disruption or damage to your data or computer system which may occur whilst using material derived from this website.

You may not use the website or access it for any purpose, and/or to upload any content or data, which involves the transmission or other making available of any computer code, file, or program that is harmful or invasive or is intended to damage or hijack the operation of, or to monitor the use of, any hardware, software, or equipment (including, without limitation, any virus, worm, Trojan horse, Easter egg, time bomb or spyware).

Links from your website to this Healthwatch website

You are welcome to link to this website. However, please ensure you comply with the following conditions:

  • You must not imply in any way that this Healthwatch website endorses your organisation.
  • You may not use any version (local or national) of the Healthwatch logo without written agreement from us.
  • It is your responsibility to ensure deep-links to this Healthwatch website are kept updated. We will not notify you if we move content.

Links from this Healthwatch website website to your website

At this time this website only links to organisations that fit the following criteria:

  • Listing and linking of external websites should not be taken as endorsement of any kind.
  • External websites must have a clear aim, be highly relevant to the local Healthwatch audience and must contain quality content.
  • Government and public sector agency sites – i.e. departments or non-departmental government bodies
  • Statutory bodies
  • Educational establishments
  • Sites that have some connection with government or established authority – e.g. BBC, Stationery Office
  • Selected voluntary bodies and charities with advocacy functions of national importance
  • Selected trade, professional associations and unions.

Any links we add to our site must be directly relevant to specific sections or pages of this Healthwatch website.

We reserve the right to refuse or include links to any website.

  • Links must be directly relevant to specific sections or pages of the Healthwatch website.
  • Sites for which there are grounds for doubting the accuracy of the content will be excluded. A site may be excluded if the professional reputation of the site owner is unknown and/or there are grounds for doubting the accuracy of the content or suspecting critical bias.
  • Sites that push particular agenda or interests that might run counter to government policy or main messages will be excluded.
  • Private sector sites that promote company products or services will not normally be included.

Although we will endeavour to maintain links to other websites, we cannot guarantee that these links will work all the time and we have no control over the availability or reliability of linked pages.

 

Making a complaint about Healthwatch Haringey

Purpose and scope of this policy

Healthwatch Haringey, which is run and managed by Public Voice CIC, aims to provide high a quality service that meets the needs and expectations of our clients, customers, service users and statutory partners. However, we recognise that there may be occasions when customers and those working with us feel that the quality or level of service provided falls short of what they could reasonably expect.

We monitor and evaluate our services and welcome feedback that contributes to the development and continual improvement of our organisation.

We have developed this complaints procedure which enables users of our services, and those that could not access them, to let us know if they fall below their expectations and the reasons for this.

Procedure for dealing with complaints

If you are not happy with the service provided by Public Voice CIC, or the behaviour of our staff, representatives or volunteers, please tell us. If possible please make your complaint within three months of the date of the event that is the subject of the complaint.

There are three stages to the process:

  • Informal resolution
  • Formal complaint
  • Appeals process

Informal resolution

If you have a concern we suggest that you contact the Director of Public Voice to discuss the issue. This will be a private discussion aimed at understanding and if possible resolving the issue at this stage. The discussion will be arranged for as soon as possible at a time convenient to both parties. We would aim to have the discussion within 5 working days of the concern being raised. If it helps the resolution the Director may suggest a meeting with other people concerned.

If your complaint relates to the Director of Public Voice, your concerns can be discussed with the Chair of Public Voice.

If your concerns cannot be resolved informally you may wish to make a formal complaint.

Formal written complaints

If you are not satisfied with the informal resolution process or if you wish to raise the matter more formally in the first instance please put your complaint in writing to the Director (if your complaint is about the Director you can send your complaint to the Chair).

If you have raised the complaint through the informal process and now wish to pursue a formal written complaint you should normally do so within fifteen working days of the informal resolution process.

How Public Voice CIC will deal with your complaint

All written complaints will be logged with the Business Manager and kept confidentially for monitoring purposes only. You will receive a written acknowledgement within five working days.

Public Voice CIC takes all complaints very seriously and will thoroughly investigate your complaint and aim to give you a further detailed written response from the Director within fifteen working days, setting out how the problem has been or will be dealt with and any further action to be taken.

Appeals process

If, after we have responded you are still not satisfied with the outcome, please write to the Chair of Public Voice who will report the matter to the next Directors meeting at which the directors will decide on any further steps required to resolve the situation fully.

Unless there are exceptional circumstances, your Appeal should be made within 15 working days of the Director informing you of the outcome of the complaint.

The appeal will only look at the information used for the original complaint. You will succeed on the appeal if there was:

  • A failure to follow the right process;
  • A failure take in to account some material matter available to them at the time;
  • A recommendation which is not proportionate to the complaint.

We aim to provide a response to your appeal within 25 working days, subject to the scheduling of Public Voice Board meetings.

Complaints monitoring

All complaints, including those resolved informally and those subject to an appeal, will be reported to the Public Voice board as a standing item on their agenda. Complaints will be used to identify opportunities to improve our services and to identify gaps in our services. The number of complaints and the issues they raised will be included in the Public Voice Annual Report with a statement to illustrate the actions taken in response to these complaints.

Contact details

Email: info@publicvoice.london

Telephone: 020 3196 1900

Accessibility Statement

Public Voice CIC values equality of access. If you should need assistance to read and understand this procedure we can provide an accessible version or where possible a translated version. If it is not possible for you to put your complaint in writing, please contact the Director to discuss your access needs.