4.1 Interview

    4.2 Documentation

    4.3 Professional Indemnity

5. Clear for Work

    5.1 Availability

    5.2 Bookings 

    5.3  Arrival at Work

    5.4 Cancellations


6. Payroll

    6.1 Rates of Pay

    6.2 Timesheets

    6.3  Method of Payment

    6.4   Holiday Entitlement

    6.5   Sick Pay

    6.6   Maternity Leave

    6.7 Pension


7. Working Time Regulations


8. Uniform, ID Badges and Presentation


9. Training and Development

    9.1 Mandatory Training

    9.2 Appraisals


10. Agency Workers Regulations (NI)


11. Policies and Procedures

      11.1  Indiviudals at Risk of Harm

      11.2  Disciplinary Processes

      11.3  Complaints and Investigations

      11.4  Whistle Blowing Policy

      11.5 Smoking and Other Substances at Work

      11.6  Gifts from Clients

      11.7 Social Media Policy


12. Frontline App


13. Useful Contacts




1. Our Commitment to You

• We will provide you with advice and support
• Our team will be polite, friendly and helpful
• Offer you flexible hours to suit your lifestyle
• We will ensure you are paid on time
• We will help you with your compliance and updates
• We will offer you exciting new opportunities
• We will always make you feel welcome
• We will treat everyone fairly and equally
• We will ensure you receive competitive rates of pay

 

If you have any questions or queries at any stage of your engagement, do not hesitate to contact us.


2. Philosophy of Care

• To provide the highest standard of care to all clients and candidates
• To provide appropriately skilled agency workers in order to maintain or improve the quality of life for patients
• To practice good management by supporting our clients and healthcare professionals 24 hours a day 365 days a year, ensuring a fast, reliable service
• To provide training and development opportunities for our healthcare professionals in order to strengthen and develop their skills and knowledge               

 

3. Code of Conduct

For the purposes of this document the “service user” is the person in receipt of care (e.g. the resident of a nursing home, the patient in a hospital ward) and the “client” is the organisation that has engaged with the agency to place a booking (e.g. a residential home or hospital).

• Agency workers must abide by all Policies, Procedures and Codes of Practice laid down by Frontline Recruitment Group. Agency workers will be accountable for the quality of the care service that they deliver to the service user and undertake responsibility for maintaining and strengthening their knowledge and skills.

• Agency workers must act with honesty, integrity and with respect for the client’s premises and property.

• Agency workers are expected to carry out their duties to promote and safeguard the health, well-being, rights and interests of the service users in their care. This must include informing senior staff of any perceived or suspected deterioration in a service user's physical, social or mental condition or behavior.

• Agency workers must respect and safeguard the privacy of the client. Confidential information must not be disclosed to any third party without the written consent of the client unless it is required for compliance with the law. In these cases, matters must always be referred directly to the registered manager.

• Agency workers must respect and safeguard the privacy of the service user.

• Confidential information must not be disclosed to any third party without the written consent of the service user or appointed advocate unless it is considered to be in the best interests of the service user’s health and well-being or is required for compliance with the law. In these latter cases, matters must always be referred directly to the registered manager.

• Agency workers must not be involved in any action that may prejudice the service, or damage the reputation of the Agency, or generally diminish the confidence of the public. The Agency has absolute discretion in deciding what actions it deems to cause reputational damage or diminish the confidence of the public.

• Agency workers must at all times respect and promote the dignity and independence of the service user, and of the rights of the service user to take risks and to make informed choices regarding his or her care and welfare.

• Agency workers must not discriminate against any service user on the grounds of age, race or ethnic origin, creed, colour, religion, political affiliation, disability or impairments, marital status, parenthood, sexual gender or sexual orientation. The values, customs and religious / spiritual beliefs of each client must be respected.

• Agency workers must act professionally at all times. This will apply not only to relationships with peer members and other colleagues within the Agency, but also with other health and social care professionals and service users with whom they may come into contact as part of their duties.

• Agency workers must act totally professionally with respect to the relationship with the client. Assigning an agency worker to a client where that agency worker is related to that client should be discouraged unless the client has specifically requested the agency worker in question.

• Agency workers, whatever their qualifications, must not undertake any other task outside of the remit of the Job Description.

• Agency workers have a clear duty to inform us and the organisation in which they have been placed of any condition or circumstance which may prevent him / her properly carrying out care duties. This must include the care workers personal circumstances where he/she feels inadequately prepared

• When engaged on a temporary assignment, you will keep Frontline Recruitment Group informed about any discussions with the client regarding permanent employment, and you will not seek employment with the client within a twelve-month period of completing an assignment without notifying the agency. Termination of the assignment requires you to give one week’s notice to Frontline Recruitment Group and the client.

• In the instance of the Client withholding payment or for any other reason, you will follow the instructions given by Frontline Recruitment Group, to leave the premises of the Client immediately if told to do so and to discontinue your assignment with the Client.

• Agency workers will treat employees of the Agency (e.g. the booking staff you interact with regarding shift bookings, administrators etc.) with respect at all times. Insulting or threatening behaviour towards Frontlines staff will not be tolerated.

If, in the opinion of the Agency, you are in breach of this Code of Conduct we reserve the right to end your registration with the Agency immediately.


4. Recruitment Process

Following a request for registration with Frontline Recruitment Group you will receive an application pack. On completion of your application pack an interview will be arranged.

4.1 Interview

• Video interview with the nurse manager/healthcare consultant
• Identity and right to work will be confirmed
• The application form will be discussed and explored including:
  - relevant work history o gaps in work history
  - skills and experience

4.2 Documentation Required

• Statement of Entry (Nurses)
• 2 passport size photos
• NISCC / HCPC Certificate (where applicable)
• Professional and vocational qualifications
• Professional indemnity confirmation
• Photographic ID
• Proof of address
• Proof of national insurance number
• Mandatory training certificates
• Completed Access NI form

 

4.3 Professional Indemnity

From 17 July 2014, it is a legal requirement for nurses and midwives to hold an indemnity arrangement in order to be registered with us. The UK government has introduced a new requirement for all healthcare professionals to hold an appropriate indemnity arrangement.

The Code: Standards of conduct, performance and ethics for nurses and midwives (NMC 2008) has been updated to reflect this change and that having an appropriate indemnity arrangement is now mandatory.

For nurses and midwifes there are some key points you should be aware of:

• The need to have in place an indemnity arrangement is a mandatory requirement of the NMC Code.

• When applying to join the NMC register or renewing registration, nurses and midwives are required to self-declare that they have in place, or will have in place, an appropriate indemnity arrangement when they practice in the UK.

• It is the professional responsibility of each nurse and midwife to ensure that they have cover which is appropriate to their role and scope of practice and its risks. The cover that they have in place should be relevant to the risks involved in their practice, so that it is reasonably sufficient in the event that a claim is successfully made against them.

• While the arrangement does not need to be individually held by the nurse or midwife, it is their responsibility to ensure that appropriate cover is in force. It is vitally important to understand that by signing the self-declaration nurses and midwives specifically declare that whenever they practice, they will ensure that an appropriate indemnity arrangement is in place.

• If it is discovered that a nurse or midwife is practicing without an appropriate indemnity arrangement in place, they will be removed from the register. Removal from the register means that they will no longer be able to practice as a nurse or midwife.

• You must have an appropriate indemnity arrangement in place from July 2014, regardless of when you sign your declaration. If you practice without cover after this time you will be breaking the law, even though you may only have to sign the declaration when you renew your registration.

• You are not required to provide a copy of your documents for your indemnity arrangement when you self-declare. However, maintaining good records of your indemnity arrangement and the disclosure of your scope of practice, which forms the basis of your arrangement, is important and is reflected in the Code. We may undertake compliance checks.

 

Following Interview:

• Enhanced Access NI form is sent
• 2 references sent – one from most recent or present employer
• Arrangements made for any training updates needed

Frontlines RecruitmentGroup adheres to the Access NI Code of Practice. A copy of this is available upon request.

5. Clear for Work

5.1 Availability

Once you are compliant for work you will be informed by the agency and asked for any availability. Your healthcare consultant will then book you for any available placements suited to your experience and skills. Contact will be made on a weekly basis, or alternatively you may contact the agency to offer availability. For most of our candidates, you will be notified of shifts and detail your availability via our ‘App’. Full details will be provided during the registration process.

 

5.2 Bookings

When you are contacted by a healthcare consultant for a booking, you will be given the following information:

• The date and time of the shift
• The duration of the assignment and confirmation of pay rates
• Details of the location, address and contact details
• Details of any tasks/duties that you will be expected to undertake
• Any other relevant information

5.3 Arriving at Work

• Ensure you arrive at work in time for the commencement of your shift.
• If you have been booked for a new placement, allow an extra 15 minutes for orientation and induction.
• Report to the person in charge, showing your personal identification.
• Ensure you arrive dressed appropriately to commence your shift (please see uniform policy).
• Always ensure you have a timesheet and your induction form if it is a new placement. Timesheets must be completed and signed by an authorised person at the end of your shift. Cancellations

If you have to cancel a shift, at least 24 hours’ notice is required. Please contact the agency immediately and inform us the reasons why you are unable to work. Last minute cancellations will have a significant impact on patient care. Continuous cancellations or absence from a confirmed shift with no communication will result in a reassessment of your registration with the agency.


6. Payroll

6.1 Rates of Pay

Different pay rates apply to different assignments. Rates of pay are available from your local office. Before commencing an assignment, you should check with your local office which rates of pay apply.

6.2 Timesheets

Payment is made to agency workers on submission of a timesheet, unless instructed otherwise. All information given must be accurate and timesheets must be completed in full and every shift must be authorised with an appropriate signature. You must also identify the position / grade at which you worked. In order to be processed that week, timesheets must arrive in your local office by 11am on Monday morning. Timesheets can be submitted by email or via our App (preferred). You will be notified of changes of submission dates during holiday periods in advance.Timesheets should be filled out on the Frontline App. If a paper timesheet is required, please contact the booking team.

 

6.3 Method of Payment

Payment will be made by Banker’s Automated Clearing Services (BACS) directly into your bank/building society account on a weekly basis. A pay slip will be forwarded to your email address. Please remember to advise your local office should you change your personal circumstances, e.g. change of address, email address or bank account. In normal circumstances, payment for timesheets received by 11.00am on a Monday will be made on Friday of the same week (subject to public holidays).

 

6.4 Holiday Entitlement (PAYE Workers)

The current statutory entitlement to paid annual leave under the Working Time Regulations is 5.6 weeks. For ad-hoc Nursing & Medical shifts, accrued holiday pay will be paid weekly and included within your weekly pay. 

Please ensure that you confirm your pay rate and grade of booking with your consultant at the time of accepting a shift. In situation where in order to comply with the Agency Workers Regulations holiday pay over and above the basic entitlement becomes due then this excess shall be regarded as being included in the quoted pay rate (and hence paid as rolled up holiday pay).

The Leave Year runs from 1st January to the 31st December each year and annual leave is accrued on a pro rata basis during this period from the commencement of your assignment or series of assignments. All leave must be taken within the Leave Year and cannot be carried forward. Similarly, any period of unused leave not taken within the Leave Year cannot be converted into a monetary equivalent at the end of the Leave Year. It is your responsibility to ensure you take all your annual leave entitlement within the relevant Leave Year.

Please refer to your 'Terms of Engagement – Agency Workers' for further information.

6.5 Sick Pay

As an Agency Worker you may be eligible for Statutory Sick Pay providing that you meet the relevant prevailing statutory criteria. To find out if you qualify, you must contact the agency.

As an Agency Worker you may be eligible for Statutory Maternity Pay providing that you meet the relevant prevailing statutory criteria. To find out if you qualify, you must contact the agency.

 

6.7 Pension

Workplace pensions law has changed, which means that if you are eligible, we will automatically enroll you into a workplace pension scheme that meets the new legal standards. Agency workers are eligible for membership of an auto enrolment pension scheme. This does not confer employee status on the agency worker.

Now: Pensions is our workplace pension scheme and meets our employer duties regarding

the provision of this type of pension scheme. We reserve the right to change pension provider in the future. If you are eligible to be enrolled in the scheme you will be notified in advance of enrolment. If eligible, enrolment is automatic, and you do not have to do anything to remain part of the scheme. You also have the option to opt out of the scheme.

Once you have been enrolled you will be able to activate an online account that lets you take control of your pension. We will make employer contributions to the scheme and you will make contributions as required by legislation. You can, if you wish, increase the level of your contributions subject to prevailing legislation and contribution limits.

From April 2019 you will be required to contribute a minimum of 5% of your qualifying earnings to the workplace pension scheme whilst you remain enrolled.

 

Opting out

If you decide that you do not want to contribute to a pension scheme you have the right to opt out. You must do this within your one month opt out period which starts three days after you have been enrolled into Now: Pensions. You will receive a Welcome Pack after enrolment, and this will include information on how to opt out and the date the opt out period ends.

If you opt out during this period any contributions made will be returned to you. If you choose to stop contributing to your pension after the opt out period, you can do so at any time. In these circumstances your contributions will not be returned but will remain as part of your pension fund for the future.

You cannot opt out until you have been enrolled and have received your ID. You will find this in the letter Now: Pensions sends to you.

Once you have received your login ID you can opt-out by doing the following:

• Go to https://www.nowpensions.com/
• Login using your email address and password
• Scroll down to “Your job contracts” and click on your pension scheme
• Click the “Opt out” button in the opt out section
• Click the “Leave” button to confirm your request
• Once you have read and understood the information about opting out, tick the “I have read and understood the above information” box and then click the “Confirm Opt Out” button.
  
  

7. Working Time Regulations

The Working Time Regulations give workers:

• A maximum average of 48 hours per week averaged over 17 weeks, including overtime
• A minimum daily rest period of 11 consecutive hours between each working day
• An uninterrupted rest period of 24 hours in each 7-day period, averaged over 14 days

(i.e. two separate 24-hour breaks or one 48-hour break)

• A minimum 20 minute in-work rest break where the daily working time exceeds 6 hours
• A maximum average of 8 ‘normal’ hours of night work per 24-hour period averaged over 17 weeks (this can be waived by signing the agency’s 48 hour opt form)
• A right to transfer from night to day work, where possible
  
  

8. Uniform, ID Badges and Presentation

All agency workers in placements must project a professional image, ensuring that clothing is compatible with safe moving and handling and is appropriate to the area of work undertaken, minimising the risk of infection transfer, whilst maintaining agency worker and patient safety. ID badges will be supplied by the agency and must be worn at all times.

Uniforms must not be worn outside practice placements, unless on a specific activity:

• Trousers must be black or navy.
• Where cardigans/sweatshirts are worn for warmth they should be either navy or black and should be in a good state of repair
• Uniforms must be clean, neat and tidy.
• Shoes must be black or navy, soft soled with enclosed toes and heels, be clean and in a good state of repair. Slip on shoes, such as mules and trainers are NOT acceptable
• Hair must be clean, neat, off the face and collar even as a ponytail
• Male agency workers should be clean-shaven, or beards neatly trimmed
• Nails must be clean, short, neatly manicured without nail varnish
• Perfume/aftershave must be discreet.
• Jewelry is not permitted except:
  - One smooth wedding ring
  - One smooth metal stud earring per lobe
• Wristwatches & jewelry must not be worn by agency workers providing direct clinical car
  
  
  

9. Training and Development

Frontline Recruitment Group aims to provide training opportunities which will provide:

• An induction programme which all agency workers will be required to undertake on each new placement and will assist agency workers settling into their new role.
• A progressive training and development scheme to enable the development of relevant skills and the acquisition of knowledge
• Access to all required online training is provided free of charge to candidates registered with the Agency via the agency online training portal. Access details will be provided following

your successful registration with the agency. Candidates will be required to pay for any practical training that is required to meet the mandatory training requirements.

9.1 Mandatory Training Requirements – Nurses and HCAs

• Basic Life Support (Practical) - 2 yearly update
• Basic Life Support (e-Learning) - 2 yearly update
• Moving & Handling (Practical) - 2 yearly update
• Moving & Handling (e-Learning) - 2 yearly update
• Infection Prevention and Control – annual update
• Fire Safety – annual update
• Protection of Groups at Risk of Harm – 3 yearly update
• Dysphagia - 3 yearly update
• Deprivation of Liberty - 3 yearly update

     Nurses Only

• Administration of medications - Annual update
• Hyponatremia - 3 yearly update
• Haemovigilance - 3 yearly update
• Anaphylaxis – annual update
• Complainants Awareness – 3 yearly update
• NEWS2 – annual update
  
  Additional training may be requested based on the needs of our clients

   
9.2 Appraisals

Where required by regulation, an annual appraisal will be carried out on each agency worker who remains actively registered with the Agency. The appraisal will be carried out by senior practitioner of the same discipline.

• The appraiser is required to supply documentary evidence to demonstrate that they have been appropriately trained in the conduct of appraisals and have been regularly retrained as appropriate.
• We are required to consider when assessing your clinical practice, assessment questionnaires completed by our client's and the results of any reviews by the agency of your clinical practices.
• In addition to the above, the agency will request feedback from our clients and this feedback will cover the following areas:

-  General levels of service including punctuality, attitude and ability to carry out practical tasks, clinical performance, training needs.

-  Any other issues, including progress since the last appraisal.

-  You should ensure that you maintain a written portfolio of your professional experience and attendance at professional development courses.

10. The Agency Workers Regulations - PAYE Workers

These regulations, which came into force on the 1 October 2011, are designed to ensure that agency members receive, usually after a qualifying period, treatment no less favourable than their full-time employed equivalents.

Detailed guidance on the regulations is available online and your consultant can help if required.

You qualify for equal treatment if you have worked in the same role with the same hirer/client for 12 weeks. This is known as the ‘qualifying period’.

However, if you have any breaks within the assignment these can either:

• count towards the qualifying period
• pause the qualifying period
• reset the qualifying period to zero

 

Breaks that count towards your qualifying period

These include breaks:

• during pregnancy and up to 26 weeks after childbirth
• due to taking adoption or paternity leave

 

Pauses in your qualifying period

Your qualifying period is paused if you have a break:

• of 6 weeks or less, and you return to the same role with the same hirer
• of up to 28 weeks because of sickness or injury
• that you are entitled to, such as annual leave
• because the workplace closes (e.g. over the Christmas holidays, or because of industrial action)
• because you are on jury service for up to 28 weeks

 

When your qualifying period starts again at zero

This happens if:

• you move to a new assignment with a new hirer
• there is a break of more than 6 weeks between roles with the same hirer
• you remain with the same hirer, but you are undertaking a ‘substantively different’ role

What is a ‘substantively different’ role?

If your job with the same hirer changes and you are doing very different work, this could count as ‘substantively different’. Your agency must tell you in writing that the role has substantively changed, and the qualifying period is reset to zero.

A change of line manager or location isn’t enough - there must be a genuine and real difference to the role, e.g. a combination of the following:

• different skills used or new training
• different pay rate
• different location
• different working hours

 

11. Policies & Procedures

We have a set of policies and procedures which must always be complied with. This document is separate from this Agency Handbook and you should familiarise yourself with the details of all our policies and procedures when you commence work with the agency.

A copy can be found within the documents section of your App.

11.1 Individuals at Risk of Harm

This policy aims to:

• promote zero-tolerance of harm to all adults who have suffered from abuse, exploitation or neglect;
• influence the way society thinks about harm to adults resulting from abuse, exploitation or neglect by cultivating a culture which recognises every adult’s right to respect, dignity, honesty, humanity and compassion in every aspect of their life;
• prevent and reduce the risk of harm to adults, while supporting people’s right to maintain control over their lives and make informed choices free from coercion;
• encourage organisations to work collaboratively across sectors and on an interagency and multi-disciplinary basis, to introduce a range of preventative measures to promote an individual’s capacity to keep themselves safe and to prevent harm occurring;
• establish clear guidance for reporting concerns that an adult is, or may be, at risk of being harmed or in need of protection and how these will be responded to;
• promote access to justice for adults at risk who have been harmed as a result of abuse, exploitation or neglect;
• promote a continuous learning approach to adult safeguarding by working in conjunction with Adult Safeguarding, Prevention and Protection in Partnership

Policy

Definition of Child at Risk of Harm

Someone who is under the age of 18 years of age who is or may be unable to protect himself or herself against significant harm or serious exploitation.

Definition of an Adult at Risk of Harm

A person over 18 years of age who: “is or may be in need of community services by reason of mental or other disability, age or illness and who is or may be unable to care of himself or herself, or unable to protect himself or herself against significant harm or serious exploitation”.

Physical Abuse

Physical abuse may involve hitting, shaking, throwing, poisoning, burning or scalding, drowning, suffocating, or otherwise causing physical harm to a child or adult. Physical harm may also be caused when a parent or carer feigns the symptoms of, or deliberately causes, ill health to a child whom they are looking after. This situation may be described as fabricated or induced illness by a carer.

Emotional/Psychological Abuse

Emotional abuse is the persistent emotional ill-treatment of a child or adult at risk of harm such as to cause severe and persistent adverse effects on the victim's emotional development. It may involve conveying to a child that they are worthless or unloved, inadequate or valued only in so far as they meet the needs of another person. It may feature age or developmentally inappropriate expectations being imposed on children. It may involve causing individuals frequently to feel frightened or in danger: for example, by witnessing domestic abuse within the home, being bullied, or witnessing the exploitation or corruption of children. Some level of emotional abuse is involved in all types of ill treatment of a child, though it may occur alone.

Financial Abuse

Financial abuse is actual or attempted theft, fraud or burglary. It is the misappropriation or misuse of money, property, benefits, material goods or other asset transactions which the person did not or could not consent to, or which were invalidated by intimidation, coercion or deception. This may include exploitation, embezzlement, withholding pension or benefits or pressure exerted around wills, property or inheritance.

Sexual Abuse

Sexual abuse involves forcing or enticing an individual to take part in sexual activities, whether or not the individual is aware of what is happening. The activities may involve physical contact, including penetrative or non-penetrative acts. They may include non-contact activities, such as involving individuals at risk of harm in looking at, or in the production of, pornographic material or in watching sexual activities, or encouraging children to behave in sexually inappropriate ways.

Institutional Abuse

Institutional abuse is the mistreatment or neglect of an individual by a regime or individuals in settings which individuals who may be at risk reside in or use. This can occur in any organisation, within and outside the HSC sector. Institutional abuse may occur when the routines, systems and regimes result in poor standards of care, poor practice and behaviours, inflexible regimes and rigid routines which violate the dignity and human rights of the individuals and place them at risk of harm. Institutional abuse may occur within a culture that denies, restricts or curtails privacy, dignity, choice and independence. It involves the collective failure of a service provider or an organisation to provide safe and appropriate services and includes a failure to ensure that the necessary preventative and/or protective measures are in place.

Neglect

Neglect is the persistent failure to meet a child or adults at risk of harm's basic physical and/or psychological needs, likely to result in the serious impairment of the child or adults at risk of harm’s health or development. It may involve a parent or caregiver failing to provide adequate food, shelter and clothing, failing to protect a child or adult at risk of harm from physical harm or danger, or the failure to ensure access to appropriate medical care or treatment. It may also include neglect of, or unresponsiveness to, a child or adult at risk of harm's basic emotional needs.

Definition of Exploitation

The deliberate maltreatment, manipulation or abuse of power and control over another person; to take advantage of another person or situation usually, but not always, for personal gain from using them as a commodity. It may manifest itself in many forms including slavery, servitude, forced or compulsory labour, domestic violence and abuse, sexual violence and abuse, or human trafficking.

This list of types of harmful conduct is not exhaustive, nor listed here in any order of priority. There are other indicators which should not be ignored. It is also possible that if a person is being harmed in one way, they may very well be experiencing harm in other ways.

Related Definitions

There are related definitions which interface with Adult Safeguarding, each of which have their own associated adult protection processes in place.

Domestic violence and abuse

Domestic violence and abuse is threatening behaviour, violence or abuse (psychological, physical, verbal, sexual, financial or emotional) inflicted on one person by another where they are or have been intimate partners or family members, irrespective of gender or sexual orientation. Domestic violence and abuse is essentially a pattern of behaviour which is characterised by the exercise of control and the misuse of power by one person over another. It is usually frequent and persistent. It can include violence by a son, daughter, mother, father, husband, wife, life partner or any other person who has a close relationship with the victim. It occurs right across society, regardless of age, gender, race, ethnic or religious group, sexual orientation, wealth, disability or geography.

Human trafficking

Human trafficking involves the acquisition and movement of people by improper means, such as force, threat or deception, for the purposes of exploiting them. It can take many forms, such as domestic servitude, forced criminality, forced labour, sexual exploitation and organ harvesting. Victims of human trafficking can come from all walks of life: they can be of any gender or age.

Hate crime

Hate crimes are any incidents which constitute a criminal offence perceived by the victim or any other person as being motivated by prejudice, discrimination or hate towards a person’s actual or perceived race, religious belief (or lack thereof), sexual orientation, disability, political opinion or gender identity.

Victims of domestic violence and abuse, sexual violence and abuse, human trafficking and hate crime are regarded as persons in need of protection. There are specific strategies and mechanisms in place designed to meet the particular care and protection needs of these persons and to promote access to justice through the criminal justice system. It is essential that there is an interface between these existing justice-led mechanisms and the HSC Trust adult protection arrangements described in this policy.

Responsibilities

All employees, particularly those working with children and adults at risk of harm, are responsible for:

• Ensuring that they are familiar with and understand the policies and procedures relating to their work with or in the vicinity of children and adults at risk of harm;
• Ensuring that they feel confident in working within this environment and working with their agency to ensure that they have the knowledge and skills to carry out their tasks in this context;
• Treating all those children and adults at risk of harm with whom they come into contact while carrying out their work equally and with respect;
• Reporting to the registered manager any concerns they may have about abuse or a lack of care for children and adults at risk of harm either from other staff, from carers, parents or those in loco parentis or between members of the group.

What do you do if a child or adult at risk of harm discloses to you that they are being abused?

 Do:

• Stay calm;
• Listen carefully;
• Find an appropriate, early opportunity to explain that it is likely that the information will need to be shared, but only with people who need to know and who can help;
• Allow the victim to continue at their own pace;
• Ask questions for clarification only;
• Reassure the victim that they have done nothing wrong in telling you;
• Tell them what you will do next and with whom the information will be shared;
• After the victim has disclosed, record in writing what was said using the victim’s own words as soon as Note the date and time, any names mentioned and to whom the information was given. Ensure the record is signed and dated;
• Relay this information as soon as possible to the registered manager of Bond Healthcare

 

Do not:

• Dismiss the concern;
• Panic;
• Allow your shock or distaste to show;
• Ask questions that suggest a particular answer;
• Probe for more information than is offered;
• Make promises you cannot keep such as agreeing not to tell someone else or keeping secrets;
• Speculate or make assumptions;
• Approach or contact the alleged abuser;
• Make negative comments about the accused person;
• Pass on the information to anyone other than those with a legitimate “need to know” such as Bond Healthcare Registered Manager;
• Take notes at the time of the conversation with the victim: this can be intimidating;
• Delegate to others as the victim has specifically chosen you to talk

Confidentiality

 In normal circumstances observing the principle of confidentially will mean that information is only passed on to others with the consent of the service. However, it should be recognised that in order to protect adults at risk of harm, it may be necessary in some circumstances to share information that might normally be regarded as confidential.

All individuals at risk of harm, and (where appropriate) their carers or representatives, need to be made aware that the operation of multidisciplinary and inter-agency procedures will on occasion require the sharing of information in order to protect adults at risk of harm or others, or to investigate an alleged or suspected criminal offence. Any allegations of abuse or misconduct perpetrated by agency workers will be investigated and may lead to exclusion from the agency. Behaviour which is found to be in breach of the Code of Conduct or abuse of an adults at risk of harm by a member of staff will be treated as gross misconduct and will result in dismissal and a referral made to the relevant authorities. Bond Healthcare will not hesitate to inform relevant statutory bodies in cases where staff are suspected of abuse or misconduct to individuals at risk of harm.

Safeguarding Champion

 Any allegation, concern or disclosure should be reported to the nominated Safeguarding Champion within Bond Healthcare, Mary Bailie, whose role includes providing information and support for staff on adult safeguarding.

The Safeguarding Champion:

• Ensures that the adult safeguarding policy is disseminated to all staff throughout the organisation;
• Advises within the organisation regarding adult safeguarding training needs;
• Provides advice to staff who have concerns about the signs of harm;
• Supports staff to ensure that any actions take into account of what the adult wishes to achieve;
• Establishes contact with the designated Adult protection officer and other agencies as appropriate;
• Ensures accurate and up to date records are maintained detailing decisions made, the reasons for those decisions and any actions taken;
• Compiles and analyses records of reported concerns to determine whether a number of low-level concerns are accumulating to become significant;
• Maintains records for inspection;
• Will immediately inform the relevant authorities, including local safeguarding teams, the RQIA, the Police, The Health and Social Care Trust and The Northern Ireland Social Care Council as required, and will cooperate in any investigation

Safeguarding Steps in the Recruitment of Staff

Bond healthcare will take all reasonable steps to ensure that unsuitable people are prevented from working with adults at risk of harm and children through:

• Enhanced Access NI checks;
• Identification checks;
• Character and work references

Contacts for Safeguarding Teams – Mon-Fri 9am-5.00pm :

BHSCT APST

Tel: 028 95041744

Email: adultsguarddutydesk@belfasttrust.hscni.net

NHSCT APST

Tel: 028 94413659

Email: adultsafeguarding@northerntrust.hscni.net

SEHSCT APST

Tel: 028 92501227

Email: adultprotectiongatewayteam@setrust.hscni.net

SHSCT APST

Tel: 028 37564423

Email: adultsafeguard.team@southerntrust.hscni.net

WHSCT APST

Tel: 028 71611366

Email: adultsafeguarding.referral@westerntrust.hscni.net

Out of hours Regional Emergency contact number:

Tel: 028 95 049999

 

11.2 Disciplinary Procedures and Removal from the Frontline Recruitment Group register

The matter of a disciplinary procedure for Agency Workers is more complex than when the Worker is a direct employee. Contractually the agreement between the Agency Worker and the agency is a “contract for services” agreement. This fundamentally suggests a freelance arrangement and hence an agency worker will not be subject to the same disciplinary procedures as a direct employee. As there is no obligation on the Agency Worker to ever accept any work from the Agency, and similarly there is no obligation on the Agency to ever offer any work to an Agency Worker the relationship between the Agency Worker and the Agency can be terminated by either side at any time for any reason.

In the event of “disciplinary” matters arising, each situation will need to be judged on its own  merits. There may be cases whereby a Client will be required to apply their disciplinary procedure in order to comply with legislation. Likewise, there may be occasions when it is necessary for the agency to use its own procedures. This cannot be an arbitrary decision but needs to be made in full consideration of the changing legislation and in context with the circumstances of the problem / complaint. Frontline Recruitment Group operates a comprehensive Disciplinary Policy and Procedures for its agency workers and full details are available on request. The difference in application of disciplinary procedures to Agency Workers will in no way affect robust investigation of all incidents and complaints as detailed below.

Removal from the agency register

Your registration with the Agency can end at any time at the discretion of the Agency. The following are examples of circumstances that may lead to your registration with the Agency ending but is not exhaustive:

• Where an Agency Worker's conduct or standard of work has seriously fallen below the level required by the agencies Code of Conduct.
• If it is believed that an Agency Worker has acted in an unprofessional manner, the agency reserves the right to remove you from your assignment and not re-assign until the matter has been investigated and resolved. The Agency is under no obligation to re-assign any Agency Worker regardless of the outcome of any investigation. Similarly, in instances of unprofessional conduct we reserve the right to remove an Agency Worker from an assignment without conducting an investigation
• Where an Agency Worker behaves in a rude or threatening manner to any member of the agencies  own staff, to a service user or to a Client’s member of staff
• If the agency has been alerted by the NMC, GMC or other regulatory bodies with regard to practicing Agency Workers.

Examples of conduct which could lead to removal from the register are as follows. This list is not exhaustive:

• Breach of the Agency Code of Conduct for Agency Workers
• Failure to attend a Client having accepted an assignment or repeated lateness
• Failure to provide  care in  a fashion  consistent with the Agency’s Code of Conduct for Agency Workers (see Agency Handbook) or in a caring and appropriate manner, e.g. sleeping on duty, non-adherence to clinical instruction.
• Failure to carry out reasonable instructions of the Client or the agency.
• Breach of trust involving the agency or the Client.
• Disclosure of confidential information to a third party relating to either a Client or Frontline Recruitment Group
• Misconduct and/or gross misconduct - any behaviour which potentially puts any Client, individual or vulnerable person at risk or puts Frontline Recruitment Group at risk including the following (non-exclusive and non-exhaustive) list:

-  Being under the influence of alcohol or any substance that will adversely affect your performance

-  Possession, custody or control of illegal drugs while on duty, or the supply of illegal drugs to Clients, their families or representatives

-  Theft or stealing from Clients, colleagues or members of the public or any other offences of dishonesty

-  Abusive or violent behaviour including physical, sexual, psychological, emotional, financial abuse of a Client, a member of their family, or their representative or deliberate act of omission which leads to harm or potential for harm to someone from this group

-  Fighting with or physical assault on other workers, Clients or members of the public

-  Harassment, bullying and/or discrimination

-  Sexual misconduct at work

-  Gross insubordination, aggressive/insulting behaviour or abusive/excessive bad language

-  Falsification of a qualification which is a stated requirement of the Worker's employment/registration or which results in financial gain to the Worker Falsification of records, reports, accounts, expense claims or self-certification forms whether or not for personal gain

-  Failure to observe procedures or rules

-  Unsatisfactory work

-  Damage, deliberate or otherwise, to or misuse of a Client's or Frobtline Recruitment Group's property

-  Gross  negligence  which  covers  acts  of  neglect,  misuse  or  misconduct  and/or not  following requirements of the care plan or care instruction (deliberate or otherwise) which exposes Clients, Client/patients, their representatives, colleagues or branch staff to unacceptable levels of risk and/or danger.

-  Conviction of a criminal offence, caution by a police constable or being bound over by a court where this is relevant to the worker's employment/registration or failing to disclose a criminal offence, caution or bind over (including those which would be considered 'spent' under the Rehabilitation of Offenders Act 1976) which occurred before engagement with the agency.

-  Inappropriate relationship with Client or customer

-  Other acts of misconduct may come within the general definition of gross misconduct.

You are advised to read both your Terms of Engagement for the agency, and the Agency Handbook in full, to ensure you fully understand what we ask of you. Agency Workers cannot work if their health or physical ability impedes them from carrying out their duties effectively.

11.3 Procedures for Formal Investigations, Complaints Reporting, Handling and Management

Where an incident or complaint merits a formal investigation, this be carried out by the Registered Manager who is not directly involved with the incident being investigated. The Manager may involve others to assist with the investigation process. All the relevant facts will be gathered promptly as soon as is practicable after the incident. Statements will be taken from witnesses at the earliest opportunity.  Any physical evidence  should be  preserved  and/or photographed  if reasonable to do so.

There may be cases when the Client requests that a particular worker no longer be placed within an assignment. In such cases the Client has the right to exercise this request under the terms of their contract. An Agency Worker may also take this course of action, in that they may wish to terminate an assignment.

You are advised to read both your Terms of Engagement for Agency Workers and the Agency Handbook in full, to ensure you fully understand what we ask of you.

From time to time it may be the case that you receive a complaint from a Client, patient or other person. If you are on assignment, please report any complaints to a senior person in the department where you are working and document all the details of the complaint. You must also report the complaint to the agency.

If you personally are the subject of a complaint you will be asked to record details as part of an investigation and in some circumstances it may be necessary to suspend you from assignments whilst the investigation is in process. Any complaints of misconduct against you will be reported to the NMC or other relevant Registration Body.

The Client will, with due regard to the Data Protection Act 1998, provide the agency with the necessary information in order for the agency to thoroughly investigate the complaint.

The complaints procedure is as follows:

1. Within five working days of receipt of a complaint from the Client or Agency Worker, teh agency will acknowledge receipt of the complaint. The complaint should be made in writing on the agencie complaints form but will be accepted in other written form.

2. All reasonable endeavors will be made by the agnecy to ensure that all complaints are resolved within fifteen days of the complaint being notified to the agency.

3. The agency shall ensure that in the event of the complaint being against an Agency Worker that the Agency Worker is fully informed of the complaint. The Agency Worker shall be entitled to receive a copy of the complaint.

4. The Agency Worker will be afforded the opportunity to state their version of events and will be given seven (7) days to respond to the agency in writing.

5. All responses will be shared with the complainant and if appropriate, the agency will take demonstrable action to ensure there is no recurrence of the act or omission complained of.

6. The Client may at any time request the agency to provide the Client with an update as to the progress of the resolution of the complaint.

7. The Client will receive a written response from the egency, detailing how the complaint has been resolved.

8. Where there is evidence of malpractice or the complaint is an event that requires notification, Frontline Recruitment Group will immediately notify the RQIA, The Police, Protection of Vulnerable Adults or Children and where applicable alert the Agency Workers professional body.

9. The agency where necessary will immediately exclude the Agency Worker from its register whilst an investigation is in progress.

10. The agency undertakes to work with all parties applicable to an investigation and where necessary share findings of such investigation

11. A full written record of the nature of each complaint and details of the action taken as a result of the complaint, is kept on a database for easy acc

12. The complainant at any time has the right to refer this matter for review to the The Regulation and Quality Improvement Authority.

Following the conclusion of any investigation into an incident or complaint there are a range of options available to the Agency and these include (but are not limited to):

- taking no further action against the agency worker

- recommending counselling for the agency worker

-  recommending other remedial action including additional training

- referral of the Agency Worker to the NMC

- as noted above in point 8, where there is evidence of malpractice the Agency will notify the RQIA, the police, Protection of Vulnerable Adults or Children and where applicable the agency worker’s professional body

- removal of the agency worker from the Agency Register (ending the agency worker's registration with the Agency)

- these options may be used independently or in combination

- Our policy workis in conjunction with the HSC regional complaints policy.

Clients and agency workers are advised to make their complaints in the first instance to the Registered Manager. If the complaint involves the Registered Manager, the Responsible Person can be contacted on the address below:

Jonathan St Clare
Frontline Recruitment Group
21 James St South
Belfast
BT2 7GA

Tel: 02890 270 747
Email: Jonathan@frontlinerg.com 

Where the complainant is unsatisfied with the outcome, a referral can be made to: The Ombudsman

33 Wellington Place
Belfast
BT1 0HN

Tel: 028 90 233821
Email: ombudsman@ni-ombudsman.org.uk

 

11.4 Whistle Blowing Policy

Examples of what should be reported (this list is not exhaustive):

• Conduct which is an offense or breach of the law
• Racial, sexual, disability or any other discrimination
• Health and safety of service user, colleague or any other member of the public
• Possible fraud or corruption
• Neglect or abuse of clients
• Miscarriage of justice
• Damage to the environment

Your Legal Rights

This policy has been written to take into account of the Public Interest Disclosure Act 1998, which protects workers making disclosures about certain matters of concern, when those disclosures are made in accordance with the Act’s provisions and in good faith.

Throughout the Process

• You will be given full support
• Your concerns will be taken seriously
• Frontline Recruitment Group will do all it can to help you throughout the investigation

All concerns will be treated in confidence and every effort will be made not to reveal your identity if that is your wish.  If disciplinary or other proceedings follow the investigation, it may not be possible to take action as a result of your disclosure without your help, so you may be asked to come forward as a witness. If you agree to this, you will be offered advice and support.

Anonymous Allegations

This Policy encourages you to put your name to your allegation whenever possible. If you do not tell us who you are, it will be much more difficult for us to protect your position or to give you feedback. This Policy is not ideally suited to concerns raised anonymously. Concerns expressed anonymously are much less powerful, but they may be considered at the discretion of the agency.  In exercising this discretion, the factors to be taken into account would include:

• the seriousness of the issue raised
• the credibility of the concern; and
• the likelihood of confirming the allegation from other sources.

If you make an allegation in good faith and reasonably believing it to be true, but it is not confirmed by the investigation, Frontline Recruitment Group will recognise your concern and you have nothing to fear.  If, however, you make an allegation frivolously, maliciously or for personal gain, appropriate action that could include disciplinary action may be taken.

Who should you raise your concern to:

Ms Mary Bailie - Nurse Manager
Frontline Recruitment Group
21 James Street South
Belfast, BT2 7GA

Tel:02890 339968
Email: mary@frontlinerg.com

You may raise your concern by telephone, in person, or in writing, providing the nature of your concern, background and history of the concern with relevant dates.

Within ten working days of a concern being raised, the nurse manager will write to you:

• acknowledging that the concern has been received
• indicating how the agency proposes to deal with the matter
• supplying you with information on agency workers support mechanisms
• telling you whether further investigations will take place and if not, why not

It is likely that you will be interviewed to ensure that your disclosure is fully understood. Any meeting can be arranged away from your workplace, if you wish, and a union or professional association representative or a friend may accompany you in support. You need to be assured that your disclosure has been properly addressed.  Unless there are any legal reasons why this cannot be done, you will be kept informed of the progress and outcome of any investigation. This policy is intended to provide you with an avenue within the agency to raise concerns.

If you feel it is right to take the matter outside the agency, the following is a prescribed contact:

Regulation and Quality Improvement Authority
James House
2-4 Cromac Avenue
Belfast
BT7 2JA

Tel: 028 9536 1111

A public disclosure to anyone else could take you outside the protection of the Public Interest Disclosure Act and of this policy. This Policy does not prevent you from taking your own legal advice.

 

11.5 Smoking and Other Substances at Work

Legislation now exist which makes it illegal to smoke in enclosed public spaces. Smoking is therefore strictly prohibited on all premises (including entrances and exits) and vehicles. Outside areas have been identified for those who wish to smoke during their break-time. Should you wish to avail yourself of these facilities, please speak the person in charge.

Bringing alcohol or any unlawful drugs to the workplace, and / or imbibing them there is strictly prohibited both during work time and during a period prior to work where the effects carry over to the workplace. Any such instances will be dealt with under the disciplinary procedure and may lead to your summary dismissal.

11.6 Gifts from Clients

It is necessary for the company to set out a policy concerning the receipt of gifts by agency workers in the work context as these may be intended to, or otherwise may affect the level of professionalism expected by agency workers. The only circumstances where a gift or benefit may be received by agency worker, is when receipt is in connection with a birthday holiday or festival and where the cash value is under £15. It is recognised by the company that receipt of a gift that may affect an agency worker’s level of professionalism, will also occur where a relative, friend or other contact of an agency worker is benefited.

 

11.7 Social Media Policy

This policy is intended to help individuals registered with Frontline Recruitment Group Ltd make appropriate decisions about the use of social media including Twitter, Facebook, Google+ and LinkedIn. Other social media includes but is not exclusive to blogs, video, picture blogging and audio.

This policy outlines the standards the agency requires of its agency workers to observe when using social media and the action that will be taken in respect of breaches of this policy.

The principles of this policy apply to use of social media regardless of the method used to access it - it covers static and mobile IT/computer equipment, as well as work and/or personal smartphones etc.

All candidates must observe the social media policies put in place by any client with whom they undertake assignments via the agency and generally use social media responsibly. It is your responsibility to familiarise yourself with the social media policy of a client with whom you are placed and to fully comply with it.

Specifically, as an agency worker registered with Frontline Recruitment Group, you accept that you will use social media responsibly and not engage in any activity on any platform that:

• Is detrimental to the business activities of the agency, is critical of the agency or of the agency’s clients (this includes all clients of the agency and is not limited to those clients for which you have undertaken assignments either in the past, present or future
• Could harm the reputation of the agency or its clients
• Is in any way illegal under UK or EU law
• Is abusive, discriminatory, harassing, derogatory, defamatory or inappropriate (this includes direct posts/comments and also links to posts of this nature)
• Contains commercially sensitive information about the agency including any information on pay and charge rates, clients, bookings and agency worker information
• The use of a disclaimer to the effect that your comments do not reflect the views of the agency do not absolve you from your responsibilities and will be treated as if made without a disclaimer should those comments be in breach of the undertakings contained within this policy
• Discloses the identity of colleagues, or other agency workers (including the posting of personal information or photographs)
• Is not in keeping with your professional obligations to the agency, the agency client or your own profession

Any breach of the provisions within this section will entitle the agency to undertake a legal action against you for damages and the recovery of any costs incurred in undertaking any actions the agency deems necessary to remedy the damage your actions may have caused. At the agency’s discretion it will also result in the Agency no longer offering you any future shifts.


12. Frontline App

Your access and use of the Service is conditional on your acceptance of, and compliance with, these Terms and Conditions. By accessing or using the Service you are agreeing to these Terms and Conditions.

The Company reserves the right to limit your use of, or end your access, to the Service at any time, for any reason without prior notice or liability, if you breach these terms or if your registration with the Company is terminated.

All access information including any access codes, passwords or similar are confidential and cannot be shared with any third party except direct employees of Frontline Recruitment Group Ltd.

You agree not to disclose or share any information provided by the Service with any third party for any reason. If in the opinion of the Company you have breached the undertakings that form part of these Terms and Conditions, access to the Service will end immediately. You are fully responsible for access and use of the Service via your personal log in details.

By using the Service, you agree to observe all your obligations under relevant and applicable data protection legislation and all information provided via the Service must be treated as strictly confidential. You agree to take all necessary measures to safeguard your personal information and only process personal data to the extent it is necessary for the use of this Service and is required for you to undertake your duties.

You must take all necessary steps to ensure you guard against the unlawful or unauthorised use of your personal data as required by data protection legislation. Please ensure you log off from the service when you have finished using it and do not inadvertently share your information with third parties (for example, allowing others to view your screen whilst using the Service).

For the avoidance of doubt all information provided by the Service is confidential and the sharing of any information with any third party in any format (including, but not limited, to iving a third party sight of the Service whilst you are logged in or sharing a screen print either electronically or physically) will be considered a breach of these Terms and Conditions by the Company. You agree that if requested by the Company you will provide any information the Company requires to ensure you are complying with your obligations under these Terms and Conditions and under prevailing data protection regulations.

You undertake explicitly to not share any information related to, or deriving from, your use of the Service with any competitor of the Company.

The Service may only be used for the lawful purpose for which it is intended. The use of the Service for illegal or fraudulent purposes is strictly prohibited You agree not to duplicate, alter, amend, sell or share any information that forms part of the Service and that you have gained access to by use of the Service.

If you do not comply with all obligations contained within these Terms and Conditions your access to the Service will, at the discretion of the Company, be suspended temporarily or permanently. It may also lead to your registration with the Company being terminated.

If, in the opinion of the Company, you have provided any information related to the Service to a competitor your use of the Service will immediately be terminated, and the Company may instigate legal proceedings against you.

The Company reserves the right to bring legal proceedings against you should you breach any of your obligations under these Terms and Conditions. In all such circumstances where the Company deems it necessary to instigate legal proceedings, you will be liable for all legal and administrative costs incurred by the company related to these legal proceedings, regardless of outcome.

The Company accepts no liability for the consequences of any actions it takes in response to a breach of this policy whether that breach is actual or perceived. The Company also reserves the right to take any other action it deems appropriate in response to a breach of your obligations under these Terms and Conditions even if such actions are not mentioned or referred to in these Terms and Conditions.

The Company will make changes to these Terms and Conditions as it sees fit and it is your obligation to ensure you regularly check these Terms and Conditions to ensure you are familiar with the most up to date version. This is essential as the contents of these Terms and Conditions are legally binding on you.

 

13. Useful Contacts

The Regulation and Quality Improvement Authority
James House,
2-4 Cromac Avenue,
Belfast,
BT7 2JA

Telephone: 028 9536 1111
Email: info@rqia.org.uk
Website: www.rqia.org.uk

 

OMBUDSMAN

02890 828600 (Switchboard) / 0845 601 2931 (Out of hours)

 

NISCC

Main Telephone Number: 02890 417600

Email address for General Enquiries: info@niscc.hscni.net

 

NMC

Nursing and Midwifery Council (NMC): 020 7637 7181

PSNI

Emergency: 999 / Non-Emergency & General Enquiries: 0845 600 8000