5. Our policies and procedures
| Description: |
Policies relating to the conduct of business and the provision of services |
| Availability: |
On application by post or email: freedomofinformation.cnwl@nhs.net
|
| Cost: |
Free from Information Governance Department on 020 3214 5945  |
| Description: |
Procedures relating to the conduct of business and the provision of services |
| Availability: |
On application by post or email: freedomofinformation.cnwl@nhs.net
|
| Cost: |
Free from Information Governance Department on 020 3214 5945 |
Policies and procedures relating to human resources (including Race, Disability, Age and Gender, Equal Opportunities)
| Description: |
Policies relating to human resources (including Race, Disability, Age and Gender, Religion or Belief, Sexual Orientation) |
| Availability: |
On application by post or email: freedomofinformation.cnwl@nhs.net
|
| Cost: |
Free from Information Governance Department on 020 3214 5945 |
| Description: |
Inclusion News - Equalities and Diversity newsletter |
| Availability: |
Published on CNWL public website and available in electronic and paper formats |
| Cost: |
Free from Communications Department on 020 3214 5764 or free on website |
| Description: |
Cultural Competency Statement |
| Availability: |
Published on CNWL public website and available in electronic and paper formats |
| Cost: |
Free from Communications Department on 020 3214 5764 or free on website |
Complaints and other customer services procedures
Complaints and other customer services procedures
Standards for providing services to the departmentnulls customers, including the complaint procedure. Complaints procedures will include those covering requests for information and operating the publication scheme.
| Description: |
Our complaints procedure is based on the NHS complaints procedures |
| Availability: |
Published on DoH Website and in paper copy |
| Cost: |
free on website please click on link below |
http://www.dh.gov.uk
http://www.dh.gov.uk/PolicyAndGuidance/OrganisationPolicy/ComplaintsPolicy/
NHSComplaintsProcedure/fs/en
CNWL Trust Headquarters is based at:
Greater London House
Hampstead Road
London NW1 7QY
Tel: 020 3214 5700
Email: feedback.cnwl@nhs.net
You can also contact us by completing an on-line form. In order to make the process as simple as possible, we have chosen three categories through which you can contact us. They are:
Comments & Feedback
You can use this option if you wish to make general enquiries about our organisation.
Compliment Our Staff
This option can be used if you or someone you know has received exceptional treatment/help from one of our staff/services, and you would like to compliment them for the work they have done.
Complaint
Here you can formally make a complaint against the Trust. We have a policy for dealing with complaints, and we strongly recommend that, should you have a grievance with the Trust, you should make every effort to resolve it locally with a Service Manager.
You should also contact the Complaints Manager in writing or by telephone, whose address can be found in the complaints section. We encourage that you try these alternative channels first if you wish to make a complaint.
Although every effort has been made to ensure that the confidential information you submit to us via the website is kept safe and secure, we cannot promise that your details are 100% protected from any form of threat. If you do decide to electronically submit a complaint, you are required to read and accept the terms of a legal disclaimer before you can begin to write your complaint. Please click here for further details on how to make a complaint.
Please read our terms and conditions before proceeding.
Data Protection/Information Governance/Caldicott Guardian
Our Information Governance Team can be contacted by sending an e-mail marked to the attention of "Information Governance & Security Manager"
Email: freedomofinformation.cnwl@nhs.net
Estate Management
Charging regimes and policies