Haven House aims and objectives

Haven House Children's Hospice cares for children and young people from birth to 18th birthday who have life-limiting or life-threatening conditions and who are unlikely to reach adulthood. We provide care for children and their families across North and East London, West Essex and East Herts.

We aim to ensure that all children in our area who are life-limited or life-threatened or who have a range of disabilities and complex health needs together with their families are offered a range of caring, competent and high quality services which respond to their individual needs.

We provide a range of outreach and residential services based at The White House, Mallinson Park, High Road, Woodford Green, Essex, IG8 9LB. Services include day care, short break, stepdown discharge, symptom management and end of life care. Within our Holistic Care Centre our Community and Wellbeing team offers a range of therapies which include physiotherapy, therapeutic yoga, music therapy, complementary therapies, peer support groups, counselling and bereavement support. A satellite physiotherapy service is provided at a second registered location (Netherhouse Therapy Centre) where babies children and young people can access specialist equipment not available at our main location. Our specialist outreach team delivers specialist paediatric palliative care at home as well as respite, play and therapeutic support.

Description of location

Haven House Children’s Hospice is located in 12 acres of woodland in Woodford Green. The main building comprises of a 6 bedded unit, specially adapted to care for children with complex needs. The building contains specialist play facilities, including a sensory room, a bereavement suite and a prayer and reflection room. The family flat provides accommodation for families for stepdown care and end of life care. The Holistic Care Centre, also located within the building, provides a dedicated music therapy room, consultation and therapy rooms and a training and education room.

Haven House has extensive grounds which include a garden of reflection as well as a specially adapted accessible playground. The Matchroom Suite is also located in the grounds to provide office space for support staff.

Number of approved overnight beds: 6

Service types and Bands:

Haven House provides services to the following service user bands:

  • Children aged 0-3 years
  • Children aged 4-12 years
  • Children aged 13-18 years

Haven House provides the following CQC service types at this location:

  • Hospice services

Haven House provides the following regulated activities at this location:

  • Treatment of disease, disorder or injury

User involvement

We have a User Involvement Policy and are committed to providing the best level of care and support to all our users. We are, therefore, very interested and keen to receive feedback about our services. We endeavour to do this via an annual user feedback survey and quarterly parent forums led by members of our board of Trustees.

Haven House Foundation is registered by the Care Quality Commission (CQC) under the Health and Social Care Act 2008. All previous CQC inspection reports can be found on their website www.cqc.org.uk

Complaints process

Haven House has its own Complaints Policy. We take all complaints very seriously and aim to deal with them in a timely and sympathetic manner. We aim to continually drive improvement in healthcare and strengthen the quality of services for children and families.

Complaints about care and other areas of the organisation are considered separately.

The Director of Care is the designated lead for care complaints. The Complaints Procedure is built around the processes of local resolution, and the organisation’s responsibilities to implement recommendations from the Care Quality Commission (CQC) and Parliamentary and Health Service Ombudsman. The principal objective of local resolution is to provide the fullest opportunity for investigating and resolving complaints in an open, fair, flexible and conciliatory manner.

Complainants who remain dissatisfied with the response they receive as a result of local resolution may ask the Care Quality Commission (CQC) for an independent review of their continuing concerns. Complainants may also contact the Health Service Ombudsman if they remain dissatisfied.

The Chief Executive is the designated lead for non-care complaints. Complainants who remain dissatisfied with the response they receive as a result of local resolution about a non-care complaint may ask the Haven House Trustees for an independent review of their continuing complaints. If the complainant remains dissatisfied following appeal to Trustees s/he may be able to contact the Charity Commission or Fundraising Standards Board.

Let us hear your compliments and complaints

Relevant Haven House Policies and Procedures

User Involvement Policy
Complaints Policy
Referral Criteria (ACT Categories 1 – 4) for Children and Families