Policies
This page sets out the Silver Willow Ltd's Privacy Policy, Terms of Use, Service Policy and Cookie Policy
Privacy Policy
Effective date: 18 April 2026
Silver Willow Ltd is committed to protecting your privacy and handling personal information responsibly.
This Privacy Policy explains how we collect, use, store, and protect personal information when you visit this website, contact us, or make an enquiry about our services.
1. Who we are
Silver Willow Ltd is an independent, nurse-led clinical case coordination service based in Jersey.
If you have any questions about this Privacy Policy or how your personal information is used, please contact:
Silver Willow Ltd
Email: info@silverwillow.je
2. What information we may collect
We may collect and process the following types of personal information:
your name
your telephone number
your email address
information you include in a contact or enquiry form
information you provide by email or phone
information about the person you are contacting us about, where you choose to provide it
limited website usage information, where this is collected through website tools or cookies
Because of the nature of this service, some enquiries may include health or care-related information. Health information is treated as sensitive personal data and handled with particular care. Jersey law gives stronger protection to special category data, including health data.
3. How we collect information
We may collect information:
directly from you through this website
when you complete a form
when you email or call us
when you contact us on behalf of another person
through basic website analytics or cookies, if enabled on this website
4. How we use your information
We use personal information to:
respond to enquiries
communicate with you about our services
understand whether our service may be appropriate
manage professional enquiries or referrals
maintain business records
protect the safety and integrity of our service
meet legal, regulatory, or professional obligations where required
We will only use your information in a way that is lawful, fair, and proportionate. These are core principles under Jersey data protection law.
5. Lawful basis for processing
We process personal information where necessary to:
respond to your enquiry before any service is agreed
take steps at your request in relation to potential services
pursue legitimate business interests in operating and improving our service
comply with legal, regulatory, and professional obligations
protect vital interests where appropriate
rely on consent where this is the most appropriate basis
Where sensitive information such as health data is provided, we will handle it only where there is a valid legal basis to do so.
6. Sharing information
We do not sell your personal information.
We may share information only where necessary and appropriate, for example:
with service providers supporting the operation of this website or our business systems
where you ask us to communicate with another professional or organisation
where required by law or regulation
where necessary to establish, exercise, or defend legal rights
where there is a safeguarding concern or serious risk that makes disclosure necessary and lawful
Any sharing will be limited to what is necessary.
7. How long we keep information
We will not keep personal information for longer than necessary. This is a principle of Data Protection (Jersey) law 2018.
If you contact us but do not become a client, we will keep your enquiry information only for as long as is reasonably necessary for business, record-keeping, and legal purposes.
If services are provided, retention periods may be longer where required for professional, legal, or insurance reasons.
You may contact us if you would like more information about retention.
8. Security
We take reasonable steps to protect personal information against unauthorised access, loss, misuse, disclosure, or alteration.
No website or email system can ever be guaranteed completely secure, so you should avoid sending unnecessary sensitive information through unsecured methods where possible.
9. Your rights
Under the Data Protection (Jersey) Law 2018, you may have rights including the right to:
be informed about how your information is used
request access to personal information held about you
ask for inaccurate information to be corrected
request deletion in certain circumstances
request restriction of processing in certain circumstances
object to processing in certain circumstances
withdraw consent where consent is relied upon
request data portability in certain circumstances
These rights are set out in Jersey’s data protection regime.
To exercise any of these rights, please contact us using the details above.
10. Complaints
If you have concerns about how we handle your personal information, please contact us first and we will try to resolve the issue.
You may also have the right to complain to the relevant data protection authority in Jersey. Jersey’s data protection framework includes oversight by the Data Protection Authority and the Office of the Information Commissioner.
11. Cookies and website tools
This website may use cookies or similar technologies for basic website functionality, performance, and analytics.
You can usually manage cookies through your browser settings.
If you enable additional website tracking, booking, or marketing tools in future, this section should be updated.
12. Changes to this policy
We may update this Privacy Policy from time to time. Any updated version will be posted on this page with a revised effective date.
Terms of use
Effective date: 18 April 2026
These Terms of Use apply to your use of the Silver Willow Ltd website.
By using this website, you agree to these terms. If you do not agree, please do not use the website.
1. About this website
This website provides general information about Silver Willow Ltd and its services.
The content is intended for general information only and should not be treated as medical advice, diagnosis, treatment, emergency support, or a substitute for direct professional assessment.
2. No emergency or crisis service
Silver Willow Ltd does not provide emergency response, urgent medical care, or out-of-hours crisis support through this website.
If you or someone else is at immediate risk or requires urgent medical attention, you should contact the appropriate emergency or urgent care services.
3. Use of website information
While we aim to ensure the information on this website is accurate and up to date, we do not guarantee that all content will always be complete, current, or suitable for every individual circumstance.
Any reliance you place on information from this website is at your own risk.
4. Professional relationship
Use of this website, or sending an enquiry through it, does not by itself create a professional, clinical, or contractual relationship between you and Silver Willow Ltd.
Any service arrangement will be subject to separate agreement and confirmation.
5. Acceptable use
You agree not to use this website:
in any way that is unlawful or fraudulent
to send harmful, abusive, or misleading communications
to attempt unauthorised access to the website or related systems
to interfere with the proper operation of the website
to upload malicious software or harmful code
6. Intellectual property
Unless otherwise stated, the content on this website, including text, branding, and layout, belongs to Silver Willow Ltd or is used with permission.
You may view and use the website for personal or professional information purposes only. You may not copy, reproduce, republish, or distribute website content for commercial purposes without permission.
7. Links to other websites
This website may contain links to third-party websites. These links are provided for convenience only.
Silver Willow Ltd is not responsible for the content, availability, security, or privacy practices of third-party websites.
8. Liability
To the fullest extent permitted by law, Silver Willow Ltd excludes liability for any loss or damage arising from use of, or reliance on, this website or any linked website.
Nothing in these Terms of Use excludes liability where it would be unlawful to do so.
9. Privacy
Your use of this website is also subject to our Privacy Policy, which explains how personal information may be collected and used.
10. Changes to these terms
We may update these Terms of Use from time to time. Any updated version will be posted on this page with a revised effective date.
11. Governing law
These Terms of Use are governed by the laws of Jersey, Channel Islands, and any disputes relating to the website will be subject to the jurisdiction of the courts of Jersey, unless otherwise required by applicable law.
Cookie Policy
This website may use cookies or similar technologies to support basic website functions, improve performance, and understand how visitors use the site.
Cookies are small text files stored on your device by your browser. Some cookies are necessary for the website to function properly. Others may be used for analytics or website performance.
You can usually control or disable cookies through your browser settings. Disabling some cookies may affect how the website functions.
If additional tools such as analytics, embedded forms, or marketing integrations are added to this website, this Cookie Policy may be updated.
For more information about how personal information is handled, please see our Privacy Policy.
Service information, Professional Boundaries and Limitations
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.
To discuss whether Silver Willow may be appropriate in a particular situation, please make contact below.
Phone