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Complaints Policy

At Knightingles Healthcare, we are committed to providing high-quality care and services. However, we recognise that there may be occasions when our service does not meet expectations. We value all feedback, including complaints, as they help us to improve our standards and ensure the best possible care for our clients.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, you can submit a complaint in the following ways:

In Writing: Send a letter detailing your complaint to:

Knightingles Healthcare, Tudor House Court,
2A Letchmore Road,
Old Town, Stevenage,
SG1 3HU

By Email

admin@knightingleshealthcare.com

By Phone

Hertfordshire, Head Office: 01438 723209
Bedfordshire: 01767 668886
Buckinghamshire: 01767 668886
Gloucestershire: 07563 145172

In Person: Speak with a member of our management team at any of our offices below:

Knightingles Healthcare, Tudor House Court,
2A Letchmore Road, Old Town, Stevenage, SG1 3HU

Bridge House, 27-29 High Street, Biggleswade, SG18 0JE

What Happens Next?

Acknowledgement

We will acknowledge your complaint within 7 working days of receipt.

1

Investigation

A thorough review will be conducted by our complaints officer or an appropriate senior team member. We may contact you for further details if required.

2

Response

We aim to provide a full response within 14 working days. If the investigation takes longer, we will keep you informed of the progress.

3

Resolution

If you are satisfied with our response, we will consider the complaint resolved. If not, you may escalate the complaint to a regulatory body or an independent ombudsman.

4

Escalation of Complaints:

If you are not satisfied with the outcome, you may refer your complaint to the relevant regulatory authority, such as the Care Quality Commission (CQC) or the Local Government and Social Care Ombudsman.

Confidentiality and Fairness:

All complaints are handled with confidentiality and sensitivity. We are committed to treating all complainants fairly and without discrimination. Your complaint will not affect the care or service you receive from us.

Continuous Improvement:

We review complaints regularly to identify areas for improvement and ensure that lessons are learned to enhance our services.

If you have any questions about this policy, please contact us at admin@knightingleshealthcare.com
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Find Out The Reliable Services We Offer

Head Office 24hr Line

07539 717920

Mail any question ?

info@knightingleshealthcare.com

Hertfordshire

Tudor House Court, 2A Letchmore Road, Old Town, Stevenage, SG1 3HU

01438 723209

Bedfordshire

Bridge House, 27-29 High Street, Biggleswade, SG18 0JE

01767 668886

Buckinghamshire

Unit 240, 100 Avebury Boulevard, Milton Keynes, MK9 1FH

01767 668886

Gloucestershire

Gloucester GL1

07563 145172

Have any question ? 07539 717920
Mail any question ? info@knightingleshealthcare.com
Hertfordshire Location

Tudor House Court, 2A Letchmore Road, Old Town, Stevenage, SG1 3HU

See What People Say About Us

Don’t just take our word for it—explore our testimonials.
The experiences of those we work with speak volumes about the quality and compassion of our care.

Swift and Compassionate Support in a Time of Crisis

Family member

I must thank you for your response in our hour of need. In a crisis one needs rapid and positive help, and that is what you supplied. Yesterday [carer's name supplied] did very well in entering a new house at a time of crisis and looking after [supported person name supplied] for the day, picking up jobs and keeping the house in order.

Enjoyable work environment

Experienced and Knowledgeable Staff

I generally get to see the same people, which is beneficial because it allows me to build strong relationships and understand their needs better. Consistency is important in care, and seeing the same individuals regularly helps them feel more comfortable and secure, and it allows me to provide more personalised care.

Family member is very safe with the carers

Supported individual

Family member is very safe with the carers, they are all well trained and very pleasant. They always use their Personal Protective Equipment (PPE) and are very careful.

Staff have good knowledge

Professional

I have supported Knightingles Healthcare in the past with writing and reviewing PRN protocols for their service users. I was impressed at the way staff at Knightingles Healthcare asked for support when it was required, rather than trying to muddle their way through. I met with a staff member from Knightingles Healthcare on Teams and we wrote the PRN protocols together. The staff member had good knowledge of the service user and their preferences. I provided the clinical oversight. More recently, they have contacted me again to review the protocols, which I will be doing with staff in due course.

Work-life Balance

Experienced and Knowledgeable Staff

Staffing levels are regularly reviewed to ensure they are adequate to meet the needs of the individuals we support. I have a manageable workload, which allows me time off to spend with my family.

I am very safe with them

Supported individual

I have 4 visits a day, always 2 staff and I know them well. They are trained, they know what to do and I am very safe with them.

A place to experience growth

Experienced and Knowledgeable Staff

I recently completed my Safeguarding refresher course, which I do on a yearly basis. Moreover, I attended a Safeguarding and Capacity training event in May 2024. I am working towards being the safeguarding champion.

It’s like having family around.

Supported individual

They always go that little bit extra and help me with things they don’t really need to as it’s not really part of their job. It’s like having family around.