High-quality Social Care and Homesupport - Care Quality Commission Registered
.png){kind=small}
Quality Assurance
KM Home support operates an integrated ‘’quality assurance” program.
Which consists of Client assessments and periodic Client surveys. Our Quality control manager review’s Our client’s service at periodic times. This is to ensure our quality of Our Clients service remains high.
​
Customer satisfaction and loyalty are crucial for our organisation, therefore we welcome all feedback from clients or their families to help us improve our services.
​
If the client, their relative, or someone acting on their behalf has cause for complaint, we will investigate the matter to its entirety.
A full record will be kept of the complaint and following investigation, you will be given a detailed explanation of the incident. We will also inform you of any action to be taking resulting from the complaint.​
Complaints Procedure
Step 1
Submit your complaint verbally or in writing to the Registered Manager:
Kelly McGillan
0191 4162121 / 07534080867
4 Danbury Close, Washington, NE38 8FA
Step 2
Upon receiving your complaint, we will aim to resolve it during the initial communication and investigation. If resolved, it will be recorded in our complaints log, and you will receive written confirmation of any action taken.
Step 3
If you remain dissatisfied, the Registered Manager will initiate a formal investigation.
You will be notified in writing within 3 working days of your complaint being escalated.
Step 4
The formal investigation will be conducted thoroughly and completed within 14 days from the date the complaint was received.
Step 5
Once the investigation is complete, the Registered Manager will discuss the findings with you and provide a written report outlining the actions taken.
Step 6
If you are still not satisfied with the outcome, you can escalate your complaint to the Care Quality Commission at the below address:
Care Quality Commission:
North East Region, Floor 4, St. Nicholas Building, St Nicholas Street, Newcastle Upon Tyne, NE1 1NB, Tel: 0191 2333 310