User support policy

User support policy

Published: 25.04.23

Last reviewed: 09.11.23

NCL Waiting Room is committed to providing a safe and welcoming environment for our users to navigate and access mental health and wellbeing resources through our website. As part of this commitment, we have developed this user support policy to ensure that our users receive timely and effective support when they have questions, concerns, or technical issues while using our website.

User support procedures:

NCL Waiting Room provides user support through the following procedures:

  1. Contact us page: Our website includes a Contact Us page where users can submit their questions, concerns or technical issues. Our support team aims to respond to inquiries as soon as possible, usually within 24-48 hours.
  2. Email support: Users can contact our support team by email (waitingroom@tavi-port.nhs.uk) if they prefer to communicate through email. Our support team aims to respond to email inquiries as soon as possible, usually within 24-48 hours. We are committed to sending an automatic reply to all users who email us with information about how they can access urgent or crisis support.

User support goals and responsibilities:

NCL Waiting Room aims to achieve the following goals in providing user support:

  1. Timely response: We strive to respond to all user inquiries as soon as possible, usually within 24-48 hours.
  2. Effective support: We aim to provide effective support to our users that resolves their questions, concerns, or technical issues in a timely and satisfactory manner.
  3. Professionalism: We aim to provide user support in a professional and courteous manner that reflects the values and principles of NCL Waiting Room.
  4. Accessibility: We aim to provide user support through a variety of channels, including email, phone, and a knowledge base, to ensure that our support is accessible to all users.
  5. Confidentiality: We will maintain the confidentiality of all user inquiries and personal information in accordance with our Privacy Policy.

User feedback:

NCL Waiting Room values user feedback as a means to improve our services. We encourage our users to provide feedback on their experience with our user support team, including suggestions for improvement or areas of concern. Users can provide feedback through the contact us page or by emailing our support team.

Account deletion:

To delete your account and all of its associated data, please email our support team.

Review and update of the user support policy:

NCL Waiting Room will review and update this user support policy periodically to ensure that it remains relevant and effective. Any changes to the policy will be communicated to our users through our website and other appropriate channels.