Our Complaints Policy
At KPI:Access, we are committed to delivering outstanding patient experience, and we see all feedback—including complaints—as a vital opportunity for growth and improvement. Our goal is to ensure that everyone feels confident their concerns will be taken seriously, handled with compassion, logged, and thoroughly explored in a timely and open manner.
We have a formal document titled the “Management of Complaints and Compliments Policy” (Policy Number KPI-pol-0001), which clearly outlines our commitment and procedures.
How to Raise a Concern or Complaint
We aim to resolve concerns as quickly as possible, often informally. However, if you wish to raise a formal complaint regarding our service delivery or staff, there are accessible ways to do so:
Informal or General Feedback: You may share feedback or raise concerns in a variety of accessible ways, such as directly to KPI:Access through email or via telephone.
Formal Written Complaint: To initiate the formal complaints process, you or someone acting on your behalf (such as a family member or carer) must submit the complaint in writing (via email, text, or letter). Formal complaints should be addressed to the Registered Manager, Elder House West, 590 – 598 Elder Gate, Milton Keynes, MK9 1LR
For complaints regarding services provided in partnership with NHS Trusts, our staff will cooperate fully with the Client Trust’s investigation procedures, but the complaint will also be reported internally to KPI:Health.
What You Can Expect From Our Process
We are committed to meeting clear expectations regarding how we manage your feedback:
Prompt Acknowledgement: If KPI:Access is leading the investigation of the complaint (for directly provided services), we will formally acknowledge receipt of your complaint within 2 working days.
Thorough Investigation: Your complaint will be treated seriously and investigated promptly. Investigations are designed to identify what caused the concern and determine actions required to prevent similar issues.
Open Communication and Apology: In the event of a complaint or incident, we commit to being open, honest, and transparent. This includes providing a sincere and timely apology to those affected and communicating any actions being taken to prevent similar occurrences.
Learning and Improvement: We view complaints and concerns as opportunities for continuous improvement and will use the lessons learned to enhance our practice and service quality. We keep individuals informed on how their feedback is used to make improvements.
Review and Appeal: If you are unsatisfied with our formal response, you have the right to request an internal appeal to the Leadership Team. If you remain unsatisfied after the internal appeal has been completed, you can refer the matter for independent review to the Independent Sector Complaints Adjudication Service (ISCAS).
You are also encouraged to give feedback about the care you have received from us directly to the Care Quality Commission (CQC) via their ‘Give Feedback on Care’ webform: www.cqc.org.uk/give-feedback-on-care. Please note that the CQC uses this for general feedback and does not get involved in individual complaints.
If you would like to receive a full copy of the Management of Complaints and Compliments Policy for your own records, please contact us directly, and we will be happy to provide it.
