Our Aim
Keystone Case Management aims to provide you with the very best support and guidance to suit you after an injury or accident, and help you lead the most fulfilling life you can.
Your Rights
- Dignity and respect: You have the right to be treated as an individual, with dignity and respect.
- Non-discrimination: You have the right not to be discriminated against on the grounds of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex (gender); sexual orientation or perceived sexuality.
- Privacy and confidentiality: You have the right to privacy and for all personal and sensitive information to be safeguarded.
- Protection from abuse and exploitation: You have the right to freedom from abuse, exploitation, retaliation, humiliation or neglect.
- Personal choice: You have the right to express choices and priorities with regard to case management plans and your lifestyle.
- Assessment: You have the right to be assessed by an appropriately qualified professional and involved the assessment of your needs.
- Information: You have the right to a detailed explanation of the service being provided by Keystone Case Management and access to information, in a form that you understand, to help you make decisions
- Comments or complaints: You have the right to comment on, or complain about, your experience of our service.
Feedback, Compliments and Complaints
Keystone Case Management aim to offer you the highest quality of service. Your views are very important to us, and we welcome any comments or suggestions which help us in celebrating success or improving our services.
Compliments about our service can be directed to any member of our team, either verbally, by email, by telephone, in writing or through our website.
If you are unhappy about any aspect of our service, it is important that you let us know.
- If you wish to suggest an improvement or raise a concern, please discuss this with a Keystone Case Management (KCM) team member. They will try to resolve the issue immediately to your satisfaction.
- If you wish to make a complaint you can:
- discuss it with the KCM team member
- discuss it with a manager during office hours on 020 3793 7424
- email us at enquiries@keystonecasemanagement.co.uk
- write to us at Frenkel House, 15 Carolina Way, Salford, M50 2ZY
- Whichever method you use, all concerns and complaints will be recorded and responded to. A complaint will receive an initial response within three working days.
- If the complaint alerts us to possible abuse or neglect, we have a responsibility to inform Local Authority safeguarding services.
- Your complaint will be formally investigated by a manager of KCM and a written reply provided within four weeks.
- If you remain dissatisfied, a complaint can be escalated to a member of the Frenkel Topping Group Board and, if required, a professional regulatory organisation.
If you are unable to make a complaint yourself, you may wish to ask someone else to do so on your behalf.
We take complaints very seriously and will aim to put things right that have gone wrong and learn lessons to avoid the problem happening again. You will be treated with courtesy and respect. There will be no retaliation or barrier to services as a result of raising a complaint with us.
Please note that case managers in our company are not allowed to receive gifts or favours from clients.
Updated July 2024
