We welcome your feedback
Whether something has gone well or not as well as it should, we want to hear about it. Compliments help us recognise our team, and concerns help us put things right and improve the care we provide.
You can share feedback or a compliment at any time through our contact form, or by speaking to your carer or care coordinator.
How to raise a concern or complaint
Many concerns can be sorted out quickly, so please tell us as soon as you can. You can:
- speak to your carer or care coordinator
- contact our office and ask to speak to our registered manager
- write to us or send us a message through our contact form
Anyone receiving care from us can complain, and so can a relative, friend or advocate on their behalf with their agreement. Raising a concern will never affect the care you receive.
What happens next
- We will acknowledge your complaint promptly and tell you who is looking into it.
- We will look into what happened carefully and fairly, and may ask to speak with you to understand your concerns.
- We will give you a full response in writing, explaining what we found, any action we are taking and an apology where we got things wrong. If it will take longer, we will tell you why and keep you updated.
- We use what we learn from complaints to improve our service.
Help to make a complaint
If you would like help to make a complaint, need information in another format or would prefer to talk it through by phone, just let us know. Independent advocacy services and your local Healthwatch can also help you raise a concern.
If you are not satisfied with our response
If you have been through our complaints process and are still unhappy, you can contact the Local Government and Social Care Ombudsman. The Ombudsman is free and independent, and looks at complaints about adult social care, including care that people arrange and pay for themselves: lgo.org.uk (opens in a new tab) or call 0300 061 0614.
If your care is arranged or funded by a local council or the NHS, you can also raise your concern with the council or NHS body that arranged it.
The Care Quality Commission
Kisumen Care Services Ltd is registered with the Care Quality Commission (CQC), the independent regulator of health and social care in England. The CQC does not investigate individual complaints, but it wants to hear about your experience of care to help it decide when, where and what to inspect: cqc.org.uk/give-feedback-on-care (opens in a new tab) or call 03000 616161.
If someone is at risk of harm
If you think someone is being abused or neglected, or is at risk of harm, please tell us straight away and contact the adult social care team at your local council, such as Kent County Council or Medway Council. If someone is in immediate danger, call 999.
Concerns about your personal information
If your concern is about how we handle personal information, please see our Privacy Policy, which explains how to contact us and the Information Commissioner's Office.