Effective date: 18 April 2026 This page explains the nature of the Silver Willow service, the professional and legal framework within which it operates, and the limits of the service. It is intended to help clients, families, attorneys, deputies, referrers, and professionals understand clearly what Silver Willow does and does not provide. 1. Nature of the service Silver Willow is an independent, nurse-led clinical case coordination and oversight service for individuals with complex health and care needs in Jersey. The service is designed to provide structured clinical review, risk identification, coordination across services and providers, support for informed decision-making, and clearer oversight where care has become fragmented, difficult to manage, or higher risk. The service is not presented as a replacement for statutory health and care services, GP care, hospital care, emergency response, domiciliary care, or personal care provision. The role is to work alongside existing systems and professionals, not to replace them. The distinction between regulated care services and other forms of support is important in Jersey’s care law and regulatory framework. 2. Professional status and standards The service is led by a Registered Nurse and operates in accordance with applicable professional standards, including the Nursing and Midwifery Council’s Code, which applies whether a nurse is providing direct care or using professional knowledge in leadership, education, case coordination, or other roles. The Code requires nurses to prioritise people, practise effectively, preserve safety, and promote professionalism and trust. It also requires clear professional boundaries, accurate records, safe delegation practices, and work within the limits of competence. Professional judgement, risk awareness, record-keeping, confidentiality, objectivity, and escalation of concerns are all central to the service. Where matters fall outside competence, authority, or scope, Silver Willow will advise that further or alternative support is required. 3. What the service may include Depending on the agreed scope of work, Silver Willow may provide: an initial clinical review of the individual’s health, care arrangements, support system, and current risks identification of gaps, concerns, and areas of deterioration or instability coordination with relevant professionals and services, with consent or other lawful authority where required assistance in clarifying care pathways, responsibilities, and next steps support to families, legal professionals, and others involved in navigating complex systems monitoring and review of agreed actions over a defined period practical written recommendations and clear follow-up actions support in preparing for or contributing to meetings with health, care, or related professionals escalation of concerns to appropriate services where a risk issue is identified

4. What the service does not provide Unless specifically stated in a separate written agreement, Silver Willow does not provide: emergency medical care urgent response or crisis intervention a 24-hour or round-the-clock on-call service ambulance services or transport diagnosis prescribing hands-on nursing care personal care, washing, dressing, toileting, lifting, feeding, or medication administration hospital-level monitoring detention, restraint, deprivation of liberty authorisation, or any substitute for statutory powers legal advice financial advice property and affairs decision-making attendance as a replacement for family, statutory services, or commissioned providers unless specifically agreed delegated authority to make decisions that legally belong to the person, a legal professional, a delegate, a guardian, a clinician, or a statutory body Jersey’s ambulance service provides a 24-hour emergency response, and in an emergency people should dial 999 or 112. Jersey also has a single Emergency Department and an out-of-hours urgent care framework that remains separate from this service. 5. Emergency and on-call arrangements This service is not an emergency or urgent care service. Silver Willow does not provide 24/7 cover, immediate attendance, or an on-call nursing response unless a separate written arrangement has been explicitly agreed and is operationally possible. Even where enhanced responsiveness is agreed, this does not convert the service into an emergency response service, ambulance service, statutory crisis function, or guaranteed immediate attendance model. If there is an immediate risk to life, serious illness, serious injury, acute deterioration, concern about stroke, chest pain, breathing difficulty, sudden collapse, severe confusion, serious falls, safeguarding emergency, or any other urgent medical emergency, the appropriate action is to call 999 or 112 or attend the Emergency Department as appropriate. Jersey’s official emergency guidance directs people to dial 999 in an emergency, and the island ambulance service operates 24 hours a day, 7 days a week. Clients and families must not rely on Silver Willow as their sole contingency in an urgent, deteriorating, or out-of-hours situation. 6. Availability and response times Availability is by prior agreement only. Any references to response times, priority contact, or enhanced availability are intended to describe a best-efforts communication and coordination arrangement within normal operating limits. They do not create a guarantee of immediate response, emergency attendance, acceptance of all future requests, or round-the-clock cover. Where timelines matter, clients should assume that statutory services, emergency services, treating clinicians, and out-of-hours systems remain responsible for urgent and emergency assessment and response. 7. Working with existing professionals and services Silver Willow works alongside GPs, consultants, hospital teams, community teams, social care services, care providers, therapists, legal representatives, and family members where appropriate. The service does not replace the clinical responsibility, legal powers, statutory duties, or organisational accountability of existing professionals and agencies. Responsibility for diagnosis, treatment decisions, prescribing, emergency interventions, safeguarding investigations, statutory assessments, mental health powers, and legal authorisations remains with the appropriate professionals, organisations, and legal office-holders. Where the service offers observations, recommendations, or concerns, these are intended to inform and support decision-making, not displace the lawful role of others. 8. Consent, instruction and authority to act Silver Willow will usually require the informed consent of the individual receiving the service or their appropriate delegate recognised in law before sharing information, contacting professionals, or acting on their behalf. Where the individual lacks relevant decision-making capacity, Silver Willow will look to the appropriate legal or professional framework to determine who may properly instruct or authorise involvement. In Jersey, the Capacity and Self-Determination (Jersey) Law 2016 and its Code of Practice provide the framework for decision-making capacity, best interests, lasting powers of attorney, delegates, and related safeguards. Jersey residents may make and register a lasting power of attorney, and there are formal routes for raising concerns about legal professionals or delegates. Where there is disagreement between family members, uncertainty about authority, or concerns about capacity, Silver Willow may pause or limit involvement until lawful authority, clear instruction, or an appropriate best-interests basis is established. 9. Best interests and capacity Where the person may lack capacity for a particular decision, Silver Willow may assist by identifying concerns, supporting communication, and signposting the need for appropriate assessment or best-interests processes. Silver Willow does not hold statutory authority to determine legal capacity for all purposes, nor to make substitute decisions simply by virtue of being involved. The Capacity and Self-Determination (Jersey) Law 2016 provides the legal framework for supporting decision-making, assessing capacity, acting in best interests, and the roles of attorneys, delegates, and independent capacity advocates in Jersey. 10. Safeguarding and risk escalation If Silver Willow becomes aware of information suggesting abuse, neglect, exploitation, serious self-neglect, financial abuse, or significant risk of harm, it may be necessary to share concerns with the relevant safeguarding, statutory, emergency, or professional bodies, with or without consent where lawful and necessary. Safeguarding in Jersey is a multi-agency responsibility, and official Jersey materials emphasise that adults at risk should be protected from abuse, harm, and neglect. Jersey’s published safeguarding framework identifies the Safeguarding Adults Team as the lead agency in Jersey for adult safeguarding. Silver Willow cannot promise absolute confidentiality where there is a serious safeguarding concern, legal duty, or overriding public interest requiring disclosure. 11. Delegation and third-party providers Silver Willow may help identify, recommend, coordinate, or liaise with other providers and professionals. However, those providers remain independently responsible for their own services, acts, omissions, registration, insurance, staffing, and legal compliance. If any task is delegated or facilitated onward, the limits of that delegation remain important. The NMC Code requires nurses to delegate only within another person’s competence and to remain accountable for delegation decisions within their own scope. Silver Willow does not accept liability for the clinical or operational performance of separate organisations or individuals who are not employed directly under a specific written arrangement. 12. Records, confidentiality and data protection Silver Willow keeps records relevant to the service provided and to professional accountability. The NMC Code requires clear and accurate records relevant to practice. Personal information is processed in accordance with Jersey data protection law. Jersey’s Data Protection (Jersey) Law 2018 provides rights for individuals and stronger protections for special category data such as health information. Further detail about personal data handling is set out in the Privacy Policy. However, in summary: records may include health, care, contact, family, and professional liaison information relevant to the service information will be shared only where necessary, lawful, proportionate, and professionally justified clients may have rights of access, correction, and related data rights under Jersey law confidentiality is subject to safeguarding, legal, regulatory, and professional disclosure duties

13. Scope of service and changing needs The agreed scope of involvement will depend on the specific circumstances, level of risk, availability, and whether the service remains appropriate. Silver Willow may limit, decline, pause, or end involvement where: needs exceed the agreed scope the situation becomes unsafe or requires statutory or emergency intervention instructions are unclear or disputed lawful authority is absent cooperation needed to provide the service is not available fees remain unpaid continuing involvement would create regulatory, professional, ethical, or legal concern Where possible, clear communication will be given about why the service cannot continue or must change. 14. Limitations of outcome Silver Willow will use reasonable professional skill and care, but cannot guarantee any particular outcome, including: prevention of admission avoidance of deterioration acceptance of recommendations by third parties speed of statutory or clinical responses availability of services in Jersey family agreement continuity of external providers resolution of all risk The service supports coordination, clarity, escalation, and informed action; it does not control all elements of the wider health and care system. 15. Relationship to regulated care services Jersey regulates certain health and social care activities through the Regulation of Care (Jersey) Law 2014, associated Orders and Standards, and oversight by the Jersey Care Commission. Jersey Care Commission materials make clear that the Commission regulates and inspects a range of adult and children’s care services and registers relevant professionals and regulated activities. Silver Willow is presented on this website as an independent clinical coordination and oversight service, not as a home care, emergency, treatment, or personal care service. If the scope of the offer expands into activities that fall within regulated care provision, additional legal, regulatory, registration, and operational requirements may apply. 16. Fees, retainer arrangements and enhanced access Any fees, retainers, or enhanced access arrangements apply only as described in the current written service information or service agreement. Unless expressly agreed in writing, payment for an ongoing package or retainer does not mean: 24-hour availability guaranteed same-day attendance unlimited contact substitute cover for absent statutory services emergency escalation management outside agreed working arrangements Where enhanced access exists, it should be described precisely, including contact routes, expected hours, exclusions, and escalation arrangements. 17. Complaints and concerns If a client, family member, legal representative, delegate, or professional has a concern about the service, they should raise it promptly with Silver Willow in the first instance so that it can be considered and, where possible, resolved. Where concerns relate to data handling, individuals may also have rights and complaint routes under Jersey’s data protection framework. Jersey’s data protection regime is overseen by the Data Protection Authority and Office of the Information Commissioner. Where concerns relate to a nurse’s professional conduct, the NMC is the professional regulator for nurses and midwives in the UK regulatory framework. 18. Governing law and interpretation This page is intended to provide clear information about the real scope and limits of the service. It should be read alongside the website Terms of Use, Privacy Policy, service information, and any separate service agreement. Where relevant, the service is intended to operate consistently with Jersey law and regulatory requirements and with applicable professional standards.