Safeguarding of Adults and Children

Our Safeguarding Responsibilities

In line with best practice, 2sam22 Sharma has a safeguarding lead who provides a one-stop point of contact for addressing initially all safeguarding concerns in the service and in corresponding and communicating with external agencies, particularly the local authority adult safeguarding team.

Anyone who has or wishes to raise a safeguarding concern can go to our safeguarding lead in the first instance, who will advise the person on the procedures to be followed and act directly if the situation requires it. Alternatively, if a person reports abuse to say their care worker, the latter will immediately inform the safeguarding lead who will co-ordinate the process including immediate referral to the local authority safeguarding team.

 Key responsibilities of the registered manager and safeguarding lead  includes co-ordinating all safeguarding issues and organising safeguarding training.

The person(s) responsible for leading and championing safeguarding is/are as follows.

Designated Safeguarding Lead

Name: Joan Dusabe

Position: Deputy Manager

Contact details: 078 575 66371    

Email: Joan@2sam22sharma.net

Emergency contact details

Name: Robinson Nkongonyo – Anyang  

Position: Nominated Individual & Director

Contact details: Phone Number: 074 509 06366    

Email: Robinson@2sam22sharma.net

Email: Info@2sam22sharma.net

Complaints, Compliments & Suggestions

Your Voice Matters

At 2SAM22 Sharma, complaints policy will display multiple routes to raise concerns and no barriers to complaining. Our complaints policy will promote the right to complain with a transparent and open approach. We will adopt this process through our lead safeguarding officer whose details will be displayed on our website: acknowledge promptly , thorough investigation, response addressing all points , apology where appropriate, explanation of what will change, information about further escalation. We will review all complaints at monthly staff meetings, identify themes, implement changes and provide staff training where needed.

At 2SAM22 Sharma, we are committed to delivering safe, compassionate, and high quality care. We value all feedback whether it’s a compliment, suggestion or complaint as it helps us continually improve the services we provide.We promote an open, honest and transparent culture where everyone feels confident to speak up without fear of discrimination or unfair treatment.

Making a Complaint

If you are unhappy with any aspect of our service, we encourage you to let us know. We are committed to resolving concerns fairly, respectfully, and as quickly as possible.

Our complaints process ensures:

• Prompt acknowledgement of every complaint.

• A thorough and impartial investigation into all concerns raised.

• A clear response addressing every issue.

• A sincere apology where appropriate.

• An explanation of any actions or improvements we will make.

• Information about further escalation if you remain dissatisfied.

All complaints are managed under the supervision of our Lead Safeguarding Officer to ensure fairness, accountability, and compliance with safeguarding standards.

How We Handle Feedback, Concerns & Complaints

Encouraging Open Communication

We believe the best care begins with listening.

Everyone is encouraged to share feedback, both informally and formally.

• Our staff are trained to listen carefully and act promptly on any concerns.

• Families, carers and advocates are involved wherever appropriate and with consent.

• We maintain a culture where raising concerns is welcomed and respected.

A Fair, Transparent & Timely Process

Every concern is taken seriously.

• Complaints are acknowledged within the appropriate timescales.

• Investigations are carried out professionally, fairly and confidentially.

• We keep people informed throughout the process.

• Outcomes and actions taken are clearly communicated.

• We identify trends and use complaints to improve the quality of our services.

Learning & Continuous Improvement

We believe every piece of feedback is an opportunity to improve.

• Lessons learned from complaints, incidents, compliments, and suggestions are shared with our team.

• Improvement plans are developed, implemented, and monitored through our governance and quality assurance meetings.

• Complaints are reviewed during monthly staff meetings to identify recurring themes and opportunities for improvement.

• Additional staff training is provided where required to enhance the quality of care.

• We communicate service improvements with the people we support to build confidence, trust, and transparency.

Compliments & Suggestions

We also love hearing when we have made a positive difference.

If you have received excellent care from a member of our team or have ideas that could help us improve our services, we would love to hear from you. Your compliments encourage our staff and your suggestions help us continue to grow and provide outstanding care.

Email: Complaints@2sam22sharma.net

EMAIL: Info@2sam22sharma.net

Our Commitment

At 2SAM22 Sharma, every complaint, compliment and suggestion is treated as an opportunity to improve. We are committed to listening, learning, and continually enhancing the quality, safety, and effectiveness of the care we provide. Your feedback helps us deliver the compassionate, person centred service that every individual deserves.