About us
Genesis is an established Health and Social Care Recruitment, Nursing and Domiciliary Care Agency established since 2000. We have offices in West London and Essex areas with the main office based in Park Royal.
With many years of experience of supplying Health and Social Care Professionals and providing Domiciliary and Nursing Care, we pride ourselves in providing superior services delivered by our dedicated caring team with a wealth of experience and expertise to meet all our Clients staffing and care needs.

Our Services
We recruit for, and are able to provide Registered Nurses, Care Assistants, Support Workers, Domiciliary Care Workers and other Health and Social Care Professionals to the Local Authorities, NHS Trusts, Nursing/Residential Care Homes, and Private Individuals in their own homes.

Recruitment
Genesis is keen to recruit the best professionals who are open minded, tolerant and of a caring disposition.
Our recruitment practices and processes are fair and reasonable. All candidates are recruited according to their ability to do the job, whilst meeting the Agency laid down criteria, standards and appropriate legislations.
If you are up to the challenge, please contact us on 020 8453 0123 for West London Branch or 020 8586 4442 for our East London/Essex Branch for further information.

Our Values
Genesis recruitment Agency Ltd shares a set of values that are common
across the whole organisation, these values reflect the views of our
staff and were created with their input. We will promote and protect
these values in pursuit of our organisation's vision and mission.

Useful Links
We recruit for, and are able to provide, GP Locums, Allied Health Professionals such as Physiotherapists and Occupational Therapists, Theatre Nurses & Operating Department Practitioners (ODPs), Critical Care, Nurses (RGNs & RMNs), Healthcare Assistants (HCAs), Support Workers, Domiciliary Care Workers and Community Care Assistants. Genesis Recruitment Group have always put the quality of staffing and service at the forefront of all provision.

HomeOur Services
Welcome
Genesis is an established Healthcare Recruitment, Nursing and Domiciliary Care Agency with many years of experience in supplying Nurses, Care Assistants, Support Workers and Domiciliary Care Workers to the private and public sectors. We pride ourselves in providing superior services delivered by our dedicated caring team with a wealth of experience and expertise to meet all our customers' care needs.
About us
We recruit for, and are able to provide Registered Nurses, Care Assistants, Support Workers, Domiciliary Care Workers and other Health and Social Care Professionals to the Local Authorities, NHS Trusts, Nursing/Residential Care Homes, and Private Individuals in their own homes.

>> Find out more

Complaints Policy & Procedure



Making a formal complaint
A complaint is an expression of dissatisfaction remaining unresolved and needing action to be formalised through an agreed procedure.

If you are unhappy about any aspect of the service you receive from us and want to make a formal complaint, you have the right to complain.

How to complain
Complaints can be made in a number of ways, the method will probably depend on the nature of the complaint and the way you feel about complaining.

If you wish to make a formal complaint you can contact your local Branch Manager. You can do this by telephone, in person, in writing or by e-mail, whichever way you feel most comfortable with.

Alternatively you can directly report your complaint to your relevant Local Authority (if your care is commissioned by them) or the Care Quality Commission (C.Q.C) (normal read : large read : Easy Read).

If you are unable to make a complaint yourself for any reason, do not worry, you can ask a caring relative or friend to make a complaint on your behalf, and the complaint will receive the same urgent attention from your local Branch Manager who has a duty to provide a prompt and full response to yourself and/or the person by whom the complaint was made.

However, Genesis needs to be satisfied that any complaint made by a caring relative or friend on your behalf has your written or verbal consent and/or is in your best interest.

What to expect after a complaint
Your complaint will be acknowledged in writing within three working days, and we will commence our formal investigations within 5 working days and aim to resolve it within 28 working days.

We aim to give complete satisfaction in resolving every complaint raised.

For us to accept and investigate your complaint, it must be made within 6 months of the issue/event leading to the complaint. After the 6 months of the issue occurring, Genesis considers that it would not be possible to investigate the complaint effectively and fairly.

Anonymous complaints made under false names create both practical problems and issues of fairness. Where a complaint is anonymous, it may create problems in assessing or investigating the complaint. It is therefore important that in the interest of fairness a person making a complaint should identify him/herself for their complaint to be accepted and investigated fully.

However, where a complaint includes allegations particularly of a serious or significant nature, or where for other compelling reasons of public interest, the anonymous complaint would be looked into for investigations or other action.

A complainant will be notified of the outcome of any complaint or investigation within 28 working days of commencement of the investigation.

Still not satisfied?
If you feel that you are still not satisfied with how your complaint was resolved and wish to take it further, then you can take your complaint to your relevant local authority (if your care is commissioned by them) or the Care Quality Commission (C.Q.C) (normal read : large read : Easy Read).

Once your complaint has been dealt with by Genesis, and either your local authority or CQC and you are still not satisfied with the outcome, you can take your complaint to the Local Government Ombudsman (LGO) who can provide you with a free, independent service, information and advice (LGO Complaints Normal : LGO EasyRead Complaints : LGO Complainants Needs).