User Guide
SERVICE USER GUIDE
Table of Contents
- Our Services
- Aims and Objectives
- Philosophy of Care
- Charges
- Booking Procedure
- Office Hours
- Timesheets
- Payment
- Conditions of engagement
- Standards of conduct
- Direction/Supervision
- Contract Requirement
- Indemnification
- Cancellations
- Complaints
- Complaints Policy
- Statement of Purpose
- Policy on care
- Policy on Administration of Medicine
- Confidentiality
OUR SERVICES
Altimate Staff & Personnel Agency is devoted wholeheartedly to the CARE OF ELDERLY in community homes, hospitals and schools. We supply quality and qualified CARE ASSISTANTS at NVQ levels to our clients We undertake training to staff who have no NVQ?s We supply Staff Nurses who are either qualified here in the UK or abroad with a period of adaptation in the UK, with a full registration membership of the Nurses and Midwifery?s Council (N.M.C.) and fully qualified Class room teachers and assistants. We supply Nurses in General Nursing, and Psychiatric Nursing, Community and Midwifery, at all levels, while our teachers are degree holders in languages, sciences, arts and music. We are a registered body with the CRB, an executive arm of the Home Office. We are registered with the Commission for Social Care Inspection (CSCI) Our Staff are insured against professional indemnity
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Aim
To enhance the quality of life for our service users.
To facilitate independence through the maintenance of dignity, respect, value and choice, in a friendly, family oriented environment.
Our Objectives
- To maintain and treat everyone with the most dignity and respect
- To promote choice and facilitate involvement of direct care regime with the family
- The utilization of a multidisciplinary team approach in the implementation of care regime
- To promote an effective and efficient system of communication in order to maintain and improve standards of care
- To uphold and maintain confidentiality of all information on service users as far as reasonably practicable (Subject to Data Protection Act 1998)
- To uphold equal opportunity practices in the workplace as well as in the service delivery
- To create a user-friendly environment for service providers and users, in order to enhance the rapeutic atmosphere
- To devise care packages tailored to meet individual service users? needs
- To devise and adhere to a care package tailored to meet individual service users? needs
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OUR NAME IS OUR PRIDE, AND OUR SERVICE IS OUR PHILOSOPHY
PHILOSOPHY OF CARE
We expect every member of our team to extend an exemplary positive regard towards people regardless of their ability and without prejudice. We expect Users of our Services to be treated with respect, dignity and opportunity to make appropriate individual choices where necessary. We operate a total 24 hours service to ensure that service users receive the appropriate level of care and support without invasion of their rights and privacy. We aim to provide privacy, security, comfort and freedom of choice to all service users.
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BOOKING PROCEDURE
Please let us have your booking for staff in advance so that we may arrange a cover for your shift in good time. You can do this by phoning or faxing your booking to the office. Our Telephone Number is 0121- 554 7750 Fax is 0121 554 5400 Even though we operate a booking regime we will still accept your booking on a day to day basis. The problem with this daily booking is that you may not have a choice of staff as most of our staff would have been allocated a shift at one place or the other. Secondly you may be charged for emergency booking as detailed in our late booking brochure. Please ask for one if you haven?t got one already.
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OFFICE OPENING HOURS
Our offices are open to the public Monday to Friday except bank holidays from 9am to 5pm. Our telephone number is 0121 554 7750 for enquiries. Monday to Friday 9am to 5pm
OUT OF HOURS (Direct 24 hours service)
At Altimate Staff & Personnel Agency, we realized the need for our clients to be able to speak to some one and not the answering machine when in urgent need of assistance. Therefore we have a direct line which links straight to the manager or the clinical officer at any time of the day, simply dial the number 0121 554 7750 and you will be connected to the manager or the clinical officer any time of the day A relief to your worries and anxiety in the middle of the night.
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CHARGES
We charge clients for work undertaken by contracted staff. These charges shall consist of the amount payable to or on behalf of the staff, our Commission and any expenses reimbursed all of which will be notified to you in advance. VAT charges on the commissions and where applicable an amount in respect of Employers National Insurance Contributions shall also be charged. Reviews and variations to our charges will be notified to you in writing in advance when appropriate. All charges must be paid to the agency, including the employee?s pay element, which must not be paid to the employee directly. Although employees are self-employed, we are required by the Inland Revenue and the Department of Social Security to deduct Income Tax and National Insurance contributions where appropriate and pay these elements to the Inspector of Taxes.
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TIMESHEETS
Altimate Staff & Personnel Agency operates a timesheet regime, and this is to protect the client against fraud and for easy accountability. The timesheet comes in copies and the client is expected to keep a copy of fully completed and signed by authorised person in the office and please do remember to check the quality questionnaire provided. It is however the duty of our staff to make sure the timesheet are filled and signed by the authorised officer as a proof of a completed duty
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PAYMENT
Payments of our services are on invoice and are due for payment as soon as they are received, even though we are duty bound by law to pay our staff immediately after completion of the assignment. We reserve the right to request for a deposit in an amount to be agreed between us as security against final payment. For the rate of charges, please consult our price ist. LATE PAYMENT OF INVOICES All payments on invoices should be received within 14 days from the date of invoice, and unless we have specifically agreed different terms in advance, a surcharge of 10% would be levied on any such invoice not received.
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STANDARDS OF CONDUCT
Whilst every effort is made by the Employment Agency to give satisfaction to the Client by ensuring reasonable standards of skills, integrity and reliability from Temporary Workers and further to provide them in accordance with the Client?s booking details, the Employment Agency is not liable for any loss, expense, damage or delay arising from any failure to provide a Temporary Worker for all or part of the period of booking or from the negligence, dishonesty, misconduct or lack of skill of the Temporary Worker. For the avoidance of doubt, the Employment Agency does not exclude liability for death or personal injury arising from its own negligence.
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CONDITIONS OF ENGAGEMENT
Altimate Staff & Personnel Agency, hereafter called the 'agency' supply this information as our terms of business for the supply of temporary staff, the conditions on which you accept the services of the agency, acting as Agent on your behalf, as an employment agency. The 1973 Employment Act and other relevant statutes apply. These conditions are deemed to be accepted by and binding on all clients for any member of our staff introduced by us and appointed by the client. We do not accept responsibility for information provided by employees contracted to clients and strongly recommend clients check their validity prior to engagement. In case of qualified nurses, all statutory requirements as contained in the Nurses Agencies Regulations of 1961, NMC Code of Professional Practises inclusive of any statutory modifications are binding.
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DIRECTION/SUPERVISION
Temporary Workers are engaged by the Employment Agency under contracts for services. They are deemed to be under the supervision, direction and control of the Client from the time they report to take up duties and for the duration of the Assignment. The client agrees to be responsible for all acts, errors or omissions of the Temporary Worker, whether wilful, negligent or otherwise as though he was on the payroll of the Client. The Client will also comply in all respects with all statutes including, for the avoidance of doubt, the Working Time Regulations, by-laws, codes of practise and legal requirements to which the Client is ordinarily subject in respect to the Client's own staff including in particular the provision of adequate Employer's and Public Liability Insurance cover for the Temporary Worker during all assignments. the Client shall also advice the Employment Agency of any special health and safety matters about which the Employment Agency is required to inform the Temporary Worker. The client will assist the Employment Agency in complying with the Employment Agency? duties under the Working Time Regulations by supplying any relevant information about the assignment requested by the Employment Agency and the client will not do anything to cause the Employment Agency to be in breach of its obligations under these Regulations. Where the client requires or may require the services of a Temporary Worker for more than 48 hours in any week, the Client must notify the Employment Agency of this requirement before the commencement of that week.
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CONTRACT REQUIREMENT
The engagement by a client of an employee contracted to them or former employee within the period of twelve months from the termination of any temporary assignment without prior agreement in writing from us whether for a definite or indefinite period on any basis whatsoever, of the introduction of such a current or former employee to another employer including Employment Agencies, with a resulting engagement renders the original client liable for a payment of a Permanent Placement Fee of £2,500 without the right of rebate as the quality and skill of the employee has been proven by the client or other employer.
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INDEMNIFICATION
The Client shall indemnify and keep indemnifying the Employment Agency against any costs, claims or liabilities incurred by the Employment Agency arising out of any assignment or arising out of any non-compliance with clause (Liability Clause) and/or as a result of any breach of these Terms by the Client.
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CANCELLATIONS
If you wish to cancel or amend the pre-booked services of our staff, you must provide at least 24 hours notice. Failure to do so will result in a full fee being charged to you for cancellation. If an employee contracted to you leaves an assignment prematurely or fails to attend, please telephone us immediately and we shall endeavour to provide a replacement.
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COMPLAINTS
Any complaint against an employee contracted to you will be discussed in person with them and dealt with swiftly. For very serious complaints the employee would be taken off duty until the complaint is fully investigated and dealt with in accordance with our Complaints and Grievance Procedure. If Clients are not entirely satisfied, they have the right to contact the Commission for Social Care Inspection.
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POLICY ON COMPLAINTS
It is our policy to respond promptly to any form of complaint and to treat all complaints seriously and with respect. All complaints will be fully and tactfully investigated, anonymity of complaints will be respected, as will confidentiality of the respondent. We aim to conclude any investigation within 28 days and notify all parties concerned. Any complaint against an employee contracted by Altimate Staff & Personnel Agency will be discussed in person with them and dealt with swiftly. Staffs advocates would be kept fully informed, where employed and employee rights upheld, as per our procedures, (section 5.1) For very serious matters, the employee would be taken off duty whilst the investigation was undertaken and the Commission for Social Care Inspection (CSCI) would be informed. A copy of our procedural issues is available upon request. The address of the C.S.C.I. is , 1st Floor Ladywood House, 45-46 Stephenson Street, Birmingham, B2 4UZ
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STATEMENT OF PURPOSE
Our purpose is to supply staff to hospitals, schools, offices, nursing homes, care homes and community care providers. In so doing, we aim to provide an efficient, effective service, to our clients and service users. We offer a 24 hour operation and can be contacted at all times. Our nurses and teachers all have a minimum of one year, post qualification and registration experience and many more are very well experienced, in a variety of different fields, including management. We currently have available, RGNs and RMNs. All of our nurses have PIN number checks. We also Provide care staff, many of whom are very experienced. All of our staff are encouraged to take an NVQII in care. Some are already qualified and others are currently training. As a minimum, for new carers, training is provided in our own facility. All our staff are subject to CRB and POVAFirst check and must have satisfactory references. Service users are supplied with ?staff statements,? giving information on qualifications and experience for staff supplied. We check regularly, with our clients to ascertain their satisfaction with our staff. We encourage and welcome feedback from them, on the placements. Through regular and close contact with our clients, both over the phone and during visits, plus our regular ?quality questionnaires,? we are able to check and review our quality systems. Any complaint should be relayed to us without delay. If a formal complaint is to be made about a member of staff, it should also be put in writing, (addressed to the manager or the nurse manager and marked confidential, see below.) Give as much detail as possible about the incident. This should include; date, time and parties involved. We will conduct a thorough investigation and inform you of the results and any action taken, within, 28 days. At any stage you may take your complaint to the C.S.C.I. at the address below. The Director Mr Stephen Babasanya, B.A. (Admin) LL.B. (Hons.) RM Altimate Staff & Personnel Agency 44 Lozell?s Road, Birmingham B19 2TH Tel:- 0121 554 7750 Nurse Manager Mrs Lynn Beal RMN D32/33, ENB 997/998 NVQ 4 Man. (Edexcel) The Commission for Social Care Inspection (CSCI) 1st Floor Ladywood House, 45 ? 46 Stephenson Street, Birmingham, B2 4UZ Tel :- 0121 600 5720
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POLICY ON CARE
Our aim is to strive wherever possible to enhance the quality of life and facilitate independence through the maintenance of dignity, respect, valuing the individual and offering choice. It is our policy to work closely with the management teams of our clients and of necessity, their policies and care-plans, in order to facilitate consistency of care. We recognise this is a priority, and acknowledge that, in the ideal situation, continuity of regular staff is preferable. To this end we will endeavour to supply requested staff or familiar staff when possible. It is our policy that the service provided to each patient is in accordance with our statement of purpose and meets the patients individual needs. Our objectives are as follows: That everyone be treated with dignity and respect To promote choice and independence Facilitate involvement of direct care regime with the family The utilization of a multidisciplinary team approach in the implementation of the care regime Provide an effective and efficient system of communication in order to maintain and improve standards of care To uphold equal opportunity practises in the workplace as well as in the service delivery To create a user friendly environment for service providers and users, in order to enhance the therapeutic atmosphere To assist with the implementation of care plans To adhere to a care package tailored to meet individual service users? needs.
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POLICY ON ADMINISTRATION OF MEDICATION
It is our policy that medications be administered with the utmost attention to safety and correct procedure, both in the administration itself and in the recording and documentation of the same. The following are the main principles. Know the therapeutic use of the medicines to be administered, its normal dosage, side effects, precautions and contra-indications Be certain of the identity of the patient to whom the medicine is to be administered Be aware of the patient?s care plan Check that the prescription, or the label on a medicine dispensed by a pharmacist, is clearly written and unambiguous Have considered the dosage, method of administration, route and timing of the administration in the context of the condition of the patient and co-existing therapies Check the expiry date of the medication to be administered Check that the patient is not allergic to the medication before administering it Contact the prescriber or another authorised prescriber without delay where contra-indications to the prescribed medication are discovered, where the patient develops a reaction to the medication, or where assessment of the patient indicates that the medication is no longer suitable. Make a clear, accurate and immediate record of all medication administered intentionally withheld or refused by the patient, ensuring that any written entries and signature are clear and legible; it is also your responsibility to ensure that a record is made when delegating the task of administering medication. Where supervising a student nurse or midwife in the administration of medicines, clearly countersign the signature of the student Nurses must not give out medication to service users without their consent. This consent should be recorded and signed in each service user's individual care plan. Where a service user is unable, by way of infirmity or mental capacity to give informed consent, the directive of the G.P. should be clearly recorded. Where a client is willing and able to self administer, medication, it is preferable. It is the responsibility of our clients to use a clear and easily utilised system where these points can be easily identified, and the responsibility of our nurses to familiarise themselves with clients own policies and procedures for administering and recording of medication and to follow them precisely. It is important that an open culture exists in order to encourage the immediate reporting or errors or incidents in the administration of medicines. If an error is made, it must be immediately reported to the line manager, or employer. Our nurses must adhere to the good practise guidelines, in the administration of medication, as set out in the booklet of this title, available from the Nursing and Midwifery Council. It is not our policy for our Agency care staff to administer medication
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POLICY STATEMENT ON CONFIDENTIALITY
It is our policy that the patients/clients rights of confidentiality and his/her expectation that identifiable personal health information will not be disclosed without consent, are respected. Therefore personal data gathered from patients/clients, shall be stored and locked away securely in a filling cabinet. On no account must information relating to identifiable patients be divulged other than to authorised persons, who are directly involved in the patient/client care. Similarly, no information of a personal or confidential nature concerning individual members of staff will be divulged to anyone without the proper authority having first been given. CLIENTS ARE DEEMED TO ACCEPT THESE TERMS AND CONDITIONS IN THEIR ENTIRETY AS FAIR AND REASONABLE AND THAT THESE TERMS AND CONDITIONS ARE NOT UNFAIR OR RESTRICTIVE IN THEIR FORMAT, INTENT OR STRUCTURE.
