Compliments and Complaints about Healthwatch Haringey

Advice and Information - 25 September 2024

The Healthwatch Haringey service is run and managed by Public Voice CIC. If you would like to share a compliment with us or make a complaint about Healthwatch Haringey or any of the staff or volunteers, please read the information below.

Sharing a compliment

Please share your compliment by email:

info@healthwatchharingey.org.uk

Or write to us:

Freepost RTXY-BSRB-RCSS
Healthwatch Haringey
Tottenham Town Hall
Town Hall Approach Road
London
N15 4RX

Making a complaint about Healthwatch Haringey

Healthwatch Haringey complaints should be made to Public Voice. CIC. Further details can be found below. 

The Healthwatch Haringey team aim 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 a complaints procedure that enables users of our services, and those that could not access them, partners, clients, and our staff, to let us know if we or our services fall below their expectations and the reasons for this.

Procedure for dealing with complaints

If you are not happy with the service provided by Healthwatch Haringey, or the behaviour of the 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 CEO 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 five working days of the concern being raised. If it helps the resolution the CEO may suggest a meeting with other people concerned.

If your complaint relates to the CEO 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 ‘CEO’ (if your complaint is about the CEO, 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 will we deal with your complaint?

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

We take all complaints very seriously and will thoroughly investigate your complaint and aim to give you a further detailed written response from the CEO 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 Board meeting at which the trustees 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 CEO 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 to 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 both the Healthwatch Haringey Board and the Public Voice Board as a standing item on their agendas. Complaints will be used to identify opportunities to improve our services and to identify gaps in our services. 

Contact details

Email: info@publicvoice.london

Telephone: 020 3196 1900

Write to:

Freepost RTXY-BSRB-RCSS
Public Voice
Tottenham Town Hall
Town Hall Approach Road
London
N15 4RX

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