Health & Social Care Handbook

Health & Social Care Handbook

Last reviewed: May 2025

The Company

ENS was established in 1991 as a nursing and employment agency. We provide temporary and permanent staff to nursing and residential homes, supported living schemes, NHS and private hospitals, private clinics, healthcare centres, Care & Support clients, corporate and industrial clients, housing associations and charities. Our Agency Workers include registered nurses, support workers, carers, Care & Support workers, home care workers, health care workers, domestics, and catering staff.

Our Agency Workers work with older people, people with learning disabilities, people with challenging behaviours, children, people with mental health issues and the physically disabled, among others. Our Agency Workers are provided to service users / patients either on a short- or long-term basis. Our client and service user base and staff specialisations continue to expand. In 2009 we expanded our services to commercial and industrial recruitment and in 2015 to education recruitment.

ENS also provides social care training to ENS Agency Workers, our clients' staff and to the general public. We are members of the Recruitment and Employment Confederation (REC), TEAM and the United Kingdom Home Care Association (the UKHCA), and work to the standards of the REC Code of Practice and its Code of Conduct, the UKHCA aims, objectives and standards and the requirements of the Care Quality Commission.

About the Handbook

We have updated the Handbook to include advice for all types of care workers and nurses. In addition, we have expanded the Handbook to offer advice for people who work in the community, so please be sure to look at the Care & Support / Home Care section if it applies to you. Please also refer to the ENS Policies which can be found here - https://www.ens-training.co.uk/policy-documents.html

Quality Policy Statement

It is our aim to deliver the highest quality of care to clients, service users and patients. We aim to provide continuity of staff and consistency in the services we provide. Our objective is to fulfil all requirements for care to the highest standard in order to meet and exceed our clients' requirements. This commitment extends to our full range of services.

Code of Conduct - Working Standards

These are made up the Terms, the Skills for Care Code set by the General Social Care Council, this Handbook, the ENS Training Programme and ENS' Policies. This sets the overall standards of work that we expect from our Agency Workers. Any incidents of unsatisfactory standards may result in the individual concerned being subject to the ENS Investigation, Appeals and Complaint Procedures.

ENS Code of Practice for all Agency Workers

• Only agree to undertake work appropriate to your experience and skills
• Only accept work if you can meet the commitment
• Allow sufficient time to arrive at your shift and arrive ready to work and plan your journey
• Always have your ENS ID badge on your person
• If a conflict arises while on duty attempt to resolve and if not possible request permission to phone ENS
• NEVER leave your duties without permission from the client or ENS
• Behave professionally at all times
• Always speak English while on duty unless you are supporting a service user who speaks a different language
• Support fellow members of the team
• Act in a non-judgmental and non-discriminatory manner
• Promptly report any accidents and incidents to the client and ENS
• NEVER participate in activities that may be interpreted as abusive and promptly report any incidents you may witness to the client and ENS
• Expect to be treated in a non-discriminatory manner
• Report any discrimination to the client and ENS
• Work in accordance with the Working Time Regulations and take adequate time off work to ensure that you can do your job safely
• Refrain from mixing day and night duties without adequate rest periods
• Do not do a day shift followed by a night or vice versa
• Do not accept shifts that do not allow for days off or for proper rest
• If you are not a registered nurse do not undertake activities that are of a nursing or medical nature unless you have appropriate training, and the activities have been approved by the Registered Manager
• Contact ENS if any conflicts arise between the client's policies and those of ENS. 01702 353100
• Work in a manner that supports the service user's rights
• Always be honest and act with integrity

General Social Care Council Guiding Principles

In addition, all Agency Workers must uphold the Skills for Care Code set by the General Social Care Council provided to you at registration. The 6 guiding principles of the Social Care Council are as follows:

• Be accountable by making sure you can answer for your actions or omissions
• Promote and uphold the privacy, dignity, rights, health, and wellbeing of people who use health and care services and their carers at all times
• Work in collaboration with your colleagues to ensure the delivery of high quality, safe and compassionate healthcare, care, and support
• Communicate in an open, and effective way to promote the health, safety and wellbeing of people who use health and care services and their carers
• Respect a person's right to confidentiality
• Strive to improve the quality of healthcare, care, and support through continuing professional development
• Uphold and promote equality, diversity, and inclusion

Non-Permitted Tasks for Carers

If you are NOT on the NMC Register, then you may only participate in social care duties and must NOT become involved in any nursing procedures. The following tasks must NEVER be undertaken:

• Administering medicines or controlled drugs UNLESS you have attended an ENS Administration of Medicine course or the client's Administration of Medicine course AND are authorised by both ENS and the client (after successfully completing the induction at the client's establishment / home)
• Any invasive procedures
• Giving of injections
• Changing sterile dressings
• Performing catheterisations
• Cutting toenails (although you may cut fingernails with permission unless service user / patient is a diabetic)

The exception to this is those working as Specialist Clinical Support Workers who have received specialist training and been assessed as competent.

Code of Professional Conduct for Nurses

ENS expects you, as a qualified practitioner, to maintain the highest professional standards at all times. As a registered Nurse, you are required to adhere to your Code of Professional Conduct as set out by the NMC and maintain the CPD Prep standard.

Employment Status

All Carers and Nurses (together called Agency Workers) on the ENS Register are self-employed. As your appointed agent, ENS will prepare and submit invoices to clients as well as collect and recover wages, expenses, ENS' commission, and any additional charges in the name of ENS. Despite your self-employed status the Inland Revenue and the Department of Social Services require us to make PAYE tax deductions and deduct Employees National Insurance Contributions from your wages.

Agency Worker Regulations

ENS abides by the AWR and ensures all Agency Workers have the same access to certain facilities provided by our clients and information on Job Vacancies and after a 12-week period has equal treatment to all other basic working conditions. For all queries on AWR, email the team at awr@ensgroup.co.uk

Behaviour outside Working Hours

While it is not our intention to dictate what Agency Workers do in their own time, we do expect our Agency Workers to maintain a lifestyle conducive to that of a professional person. This means that we expect our Agency Workers to conduct themselves, while off duty, in such a manner as to promote and retain their personal integrity. Engaging in activities which result in adverse publicity, or which cause ENS to lose faith in their integrity, may lead to action appropriate to the severity of the incident. For example, our Alcohol Policy prohibits the consumption of alcohol whilst on duty; we also expect that Agency Workers should not overindulge while off duty to the extent that their subsequent job performance is impaired or compromised. You are also expected not to take drugs (other than those which have been prescribed by a medical practitioner) either at work or when off duty.

About ENS

ENS Office Staff

ENS office staff is made up of a team of experienced people, which include bookings/rota consultants, a registered nurse, recruitment and training consultants, Senior Peoples Advisor, a payroll queries desk, Accounts, and managers. We are here to provide you with guidance and support whenever needed.

ENS Office Hours

The office is open Monday - Friday 08:00 to 17:00.

ENS On-Call

We have a 24-hour on-call service 365 days a year. The on-call service has 24-hour access to a manager and a registered nurse. If the office is closed, you will still be able to contact us on our usual phone number that will divert to our on-call service. PLEASE DO NOT phone the On-Call service between 22:30 and 8:00 except in an emergency.

The Recruitment Procedure

Finding Candidates

We use a variety of methods to recruit Agency Workers including advertising in local and national publications, job centres, recommendations, online job boards, our own website, and social media.

Registration with ENS

All applicants must be over the age of 18 years. We generally require applicants to have 6 months previous experience. Applicants should be able to speak, read and write in English to effectively communicate with people who use the services and other staff and have a caring attitude and a smart appearance. Our recruitment procedure and staffing policies complies with the requirements set out in Regulations 18 & 19 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 ("Health and Social Care Act") and all other good practice guidelines.

Application Form

All applicants must complete an application form which requests information about work experience, training, qualifications, and criminal records. Any false or undeclared information provided on the application form will result in immediate removal from the ENS Register or your application process being terminated. Certain information requested in the application process will need to be updated from time to time.

Interviews

You must attend an interview to enable ENS to establish whether you are suitable for the ENS Register. We will look at work history, attitudes, goals, and any other information that is considered relevant. An interview scoring system is used.

References

All applicants must provide two references, one being from your current or last employer. The references ideally should provide information relating to your competence in a care role. References should also contain confirmation of dates of employment which will be verified against work history declared on the application form. If, in the opinion of the Manager, the references are not satisfactory, the application will be rejected. This will result in you being unable to join the ENS Register.

Disclosure and Barring Service (DBS) Checks

The law requires people working with vulnerable adults and children to complete a DBS Check. ENS and the Agency Worker will receive a DBS Check that indicates whether you have any history of criminal activity. ENS has the right to reject an applicant or to remove any Agency Worker from the ENS Register if an arrest, a caution, conviction, or other detrimental information appears on the DBS Check. Any arrests, cautions or convictions, including motor vehicle incidents, which occur subsequent to completing the DBS Check must be declared before accepting any future assignments from ENS. Failure to do so will result in immediate removal from the ENS Register. DBS' must be renewed yearly. They are non-transferable; therefore, we are unable to accept a current DBS from another employer, unless you are subscribed to the Update Service. We recommend all agency staff consider registering with the update service.

DBS Update Service

The DBS Update Service lets applicants keep their DBS certificates up to date online and allows employers to check a certificate online. This means that if the information does not change you can keep one disclosure and use it for every employer. Agency Workers can join the Update Service for an annual subscription fee. https://www.gov.uk/dbs-update-service

Disclosure of Convictions to Clients

ENS may be required to disclose information to clients concerning an Agency Worker's criminal convictions, cautions or arrests before they can be placed into an assignment.

Rejection of Applicant

ENS has the right to refuse an applicant if the applicant does not satisfy ENS' recruitment and compliance requirements.

Induction and Training

Induction

The ENS induction training programme will elaborate on many of the topics highlighted in this Handbook, ENS Policies and Procedures and our Terms.

Mandatory Training Courses

ENS offers a blended approach to training and combines classroom-based training courses with e-learning for Agency Workers. Pursuant to the CQC Regulations and the Health and Social Care Act training in the following courses is mandatory in order to stay on the ENS Register:

• Care Certificate Theory Including: understanding your role, your personal development, duty of care, equality, and diversity, working in a person-centred way, communication, privacy and dignity, fluids and nutrition, mental health, dementia and learning disability awareness, safeguarding adults and children, health and safety, handling information and infection prevention control
• Manual Handling Practical
• Food Hygiene
• First Aid / Basic Life Support Practical
• Administration of Medication Practical
• Mental Capacity Act
• Fire Health and Safety
• Epilepsy Awareness
• Dementia Awareness
• Diabetes Awareness
• Oliver McGowan Training
• Preventing Radicalism
• Any new courses required by the government or additional training to support you within your role

Training Updates

The CQC Regulations and the Health and Social Care Act also require staff to attend mandatory training updates. The frequency of the updates will depend on the type of work you are undertaking. In the event that you have recent training in any of these courses please bring in the original certificate or written confirmation of attendance and we will make a copy for your file. ENS reserves the right to determine whether the requirement has been fulfilled and to verify any certificates provided.

Identification for Training

When attending training staff MUST have their PHOTO ID badge with them or an appropriate form of photo ID i.e. passport. Candidates without ID will not be permitted into the training.

Failure to Attend a Training Course

ENS provides most training free of charge and works with Agency Workers around their other commitments when booking courses. If an Agency Worker is unable to attend the course after agreeing to the booking, they must cancel 48 hours prior to the commencement of the course. You agree that your failure to do so will result in removal of work and / or a charge for the cost of your place on the course. People arriving 15 minutes after the start of a course will not be admitted and will be charged the full price for the course. Should you fail to attend two or more courses without notifying us you will be removed from the ENS Register. People new to the ENS Register will not have their application completed if they fail to turn up for 2 training courses without cancelling as above.

Supervision and Appraisals of Agency Workers

The aim of our supervision and appraisal policies is to facilitate the development of Agency Workers to be better able to undertake their duties and provide services, which are appropriate to the needs of the client. The supervision policy which applies to you will depend upon if you are a Nurse, Care & Support Worker, Agency Support Worker, or Health Care Assistant. The policies are available on the ENS Training portal.

Communicating With ENS

Agency Worker Availability

To provide you with work we will need to know whether you are available and how you can be contacted. Please phone the office during office hours with dates and times that you are available to work. If you wish to be "on-call" please notify the office. If you find that you are no longer available for the dates and times when you are on-call, notify the office. You are more likely to receive work if you inform us of your availability.

Personal Information

If any of your personal details change (e.g., address, telephone number, bank details, and marital status) it is essential to notify the office in writing so that our records can be updated. Please email our Recruitment team: recruitment@ensgroup.co.uk

Cancellation / Sickness / Absence

If you must cancel a duty, please telephone us immediately as it is very difficult to find a replacement at short notice. It is extremely important that you cancel with ENS directly and not the client. All late cancellations and absences are kept on file. If a pattern (of 2 or more) of short notice cancellation develops you may not be offered work. Also, if you fail to report to a duty and have not notified ENS you may not be offered work or, where required by the client or Safeguarding of Vulnerable Adults or a Protection of Children's Act, you will be subject to the ENS Investigatory, Appeals and Complaint Procedure and ENS Disciplinary Procedure.

In the event of sickness, you will need to inform us of all upcoming duties to be cancelled and inform us of the day you will be returning to work.

Punctuality

Always leave plenty of time for your journey to ensure that you arrive punctually for your shift. You need to be ready to start work at the shift start time, which means you should arrive in good time to prepare suitably. Should you arrive late, the client has the right to refuse you entrance or deduct the appropriate portion of time from your timesheet. If you do experience a delay in arriving at your booked placement, please telephone ENS so that we can phone the client and give them an indication of when you will arrive. If you are late more than twice, you may not be offered work, or, if required by the client, subject to the ENS Investigatory, Appeals and Complaint Procedure.

Mobile Phones

Please ensure that your mobile phone does not interfere with your ability to perform your services. This means it must be switched off or placed on silent during the entirety of the shift. The only exception to this rule is during a scheduled break or if you are lone working. Always ask permission from the person in charge before using a mobile phone whilst on shift.

Working Time Regulations

The Working Time Regulations govern limits on working hours, the provision of rest periods and minimum annual leave entitlements for all workers in the UK including Agency Workers. You should select a pattern of work that allows for appropriate rest periods. It is not recommended that you mix day and night duties during a given period as this may have an adverse effect on your health and your capacity to function effectively. As many of our Agency Workers self-book shifts directly with the client you are responsible for the above and should inform ENS of your shifts, so we are aware of your commitments. Failure to inform ENS of your self-booked shifts may result in not being paid for those shifts. For more information please visit https://www.hse.gov.uk/contact/faqs/workingtimedirective.html

There are also limits and restrictions surrounding those on sponsorships. For more information please visit: https://www.gov.uk/skilled-worker-visa/second-job

Holidays

You are entitled to 28 days holiday pay, which includes the bank holiday allowance, (pro rata to the date of your first shift and pro-rated to the number of days that you work). Any holiday that you accrue must be taken before the end of March, as this is when the holiday year concludes. Any outstanding balance of holiday not claimed by this date will be lost. A notice period of no less than double the time requested as leave must be given e.g., for one week's leave, two weeks' notice must be given. If you have pre-booked duties, we request at least two weeks' notice, so we can arrange suitable replacement cover. Holiday pay is calculated on the average pay during the twelve weeks prior to your holiday. No more than 2 weeks paid annual leave may be taken at any time except in exceptional circumstances. Agency Workers may not work for ENS while on annual leave. You can email or call your bookings/rota consultant or the accounts team who will be able to provide you with your holiday entitlement.

Withdrawal from the ENS Register

If you no longer wish to be on the ENS Register, please notify the office in writing - recruitment@ensgroup.co.uk so that our records can be updated. Your Identity Badge must be returned as soon as possible after leaving.

Relief / Bank or Permanent Placement

Our Terms of Business require clients to notify ENS if they wish to employ directly any ENS Agency Worker who has previously worked for them through ENS and either pay ENS a placement fee or continue working the Agency Worker for the requisite number of weeks after giving us notice of their intentions. Therefore, if you accept a permanent or part time placement or a position on relief or bank staff, including a job directly with a service user, you MUST notify the ENS Manager.

Dress Code / Appearance

Uniforms

At the time of accepting the assignment, you will be told if you are required to wear a uniform or not. Uniforms / tunics can be purchased from ENS. Uniforms must always be kept in good repair, clean, washed regularly and not too short or too tight. Uniforms / tunics should be worn with black trousers or a black skirt.

Non-Uniform

If you are not required to wear a uniform, you must wear smart but casual clothes to enable you to work. You are not permitted to wear miniskirts, shorts, and clothes with holes, clothes that are too tight or revealing or which permit the midriff to show.

Shoes

You must wear sensible shoes with a closed toe, closed or strapped back of shoe and low heel.

Jewellery

You are only permitted to wear a wedding band and stud earrings. Some clients permit you to wear a watch or fob watch on your uniform. Please ask us for details. At no time are any other items of jewellery to be worn.

Identity Badge and Training Cards

You must wear or have on your person your identity badge at all times while on a work assignment. Failure to have your identity badge on your person may result in you being asked to leave the assignment without pay. Please contact the recruitment team - recruitment@ensgroup.co.uk or careandsupport@ensgroup.co.uk immediately if you either lose your identity badge or it has expired so that a new one can be issued. You must return your identity badge when you cease to be on the ENS Register.

Personal Hygiene

ENS Agency Workers should keep themselves free from odours and practice good oral hygiene. Moustaches and beards should be kept neat and tidy otherwise men should be clean-shaven. Hair must be tied back at all times and kept clean. Wash hands regularly and always use protective equipment when necessary.

Make Up

Please keep make up to a minimum whilst at work. Nails should be kept short and clean and of a shape that will not cause injury to others. This also applies to false nails.

Personal Property

You are advised not to take valuable items or large sums of money into an assignment. ENS cannot be responsible if you should lose or misplace any personal property.

Payment

Rates of Pay

Different rates of pay apply to different assignments so it is important that, before you accept an assignment, you understand the rate at which you will be paid. If you are not sure, ask.

Travel Expenses

Travel will only be reimbursed in exceptional circumstances and must be authorised by the Manager prior to commencing an assignment. In the event that travel expenses are authorised a mileage expense form must be completed and verified, and any receipts retained.

Call Monitoring (Electronic Monitoring) / Timesheets / Multi-Timesheets

Call Monitoring will, wherever possible, be used in place of the Timesheet and will serve as confirmation of the number of hours worked. In the event of a glitch in the Call Monitoring System the Hirer's signing in book will serve as authentication of the hours worked so the Agency Worker MUST sign the Hirer's signing in book when the Agency Worker arrives and leaves an Assignment.

In the event that call monitoring is not in place then you are required to submit properly completed timesheets for each and every assignment. Timesheets received no later than Tuesday 12.00 noon (except for Bank Holidays) will be paid on Friday by transfer into your bank / building society. Timesheets received later than Tuesday at 12.00 noon will be paid the following week.

Use a separate timesheet for each client and for each week. Timesheets must have:

• the client's name and address in full
• the client's signature
• your name printed in full
• the correct job title and grade
• the week ending date - always a Sunday
• the hours initialled by the client
• the correct date next to the day of the week
• the correct start and finish times - use the 24-hour clock
• a separate timesheet for sleeper shifts – write "sleeper" in the hour's nightly column
• breaks deducted

Timesheets not correctly completed will be sent back to you.

Multi-timesheets

When a client uses the multi-timesheet process it is your responsibility to sign in and out to ensure that the time you work is included in the multi-timesheets. If you have any payroll queries please telephone 01702 361 425 or email accounts@ensgroup.co.uk. At times of processing we may be unable to answer the telephone so please leave a voice mail message with your name and telephone number and query so that we can return your call promptly.

Please remember that the:

• Pink copy must be left with the client
• Blue copy is for you to keep
• White copy must be returned to ENS

Failure to comply with any of the above may result in delay of payment. Timesheets must be submitted within two weeks of completing the assignment. If timesheets are older than two weeks ENS reserves the right not to pay for the shift.

Wages

Wages are paid directly into your Bank / Building Society by Bankers' Automated Clearing System (BACS) on Fridays and payslips and pay schedules will be emailed every Wednesday, except that on weeks with Bank Holidays payments may be delayed. ENS will communicate any changes to you as and when appropriate.

Income Tax

All wages are subject to PAYE, Employees' National Insurance Contributions, Insurance, and any other contributions that ENS is required to make by law.

PAYE Questions

If you have any questions regarding payment of tax, you need to contact the HMRC - https://www.gov.uk/government/organisations/hm-revenue-customs

Benefits

Agency Workers may be eligible for Statutory Sick Pay (SSP) provided that you meet the relevant statutory criteria. Please contact our Payroll Department who will be able to confirm this information payrollqueries@ensgroup.co.uk

Insurance

Liability Insurance Scheme (LIS)

All Agency Workers are self-employed persons and are responsible for their own acts, errors, or omissions at work. It is a condition of being offered work and being eligible to be offered work that you have adequate and appropriate insurance. ENS will arrange for you to be covered under its Liability Scheme which will cover you for liability claims that may arise from an Assignment arranged by ENS.

A copy of ENS' scheme is available for inspection at our offices in Westcliff. If you are involved in any incident that you think could give rise to a liability claim, you must inform ENS immediately and complete an Incident Report as soon as reasonably practicable.

Personal Accident and Illness Insurance

Agency Workers receive wages for hours worked only. You should make your own arrangements to protect yourself financially in the event that you are unable to work.

Business Motor Insurance

You must never escort a service user / patient in your own car without informing ENS and first checking with your insurance company to ensure that the service user / patient is fully covered. You must have a British Drivers Licence, and the car must be road worthy in order to drive a service user. You must supply a copy of your Certificate of Insurance to ENS. We also recommend that you check that your car insurance covers you for travelling to and from work. If you drive a service user's car, we will periodically check your Licence with the DVLA as required by legislation and require you to update us with your Business Motor Insurance.

Company Policies & Procedures

The Client

All Agency Workers are required to adhere to the policies and procedures issued by the client. Please ensure that you are advised at the client induction of where these are kept. You should also be made aware of any significant changes in policy at the commencement of any duties. ENS also has a range of key policies and procedures. Relevant policies are discussed during your induction training and are available for you to read online via the ENS Training Portal.

Should any conflict or confusion arise during your shift with regard to the interpretation of policies and procedures we strongly urge you to seek advice from the person in charge and contact ENS at the time the conflict arises.

First Assignment with New Clients

Upon arrival for a first assignment at a client, it is essential that you be given a concise / thorough induction. Please ensure that you arrive in good time and meet with the specified contact person as agreed. For health and safety purposes it is obligatory that you are made aware of emergency procedures including fire safety. You also need to be shown fire exits, telephones, contact numbers and emergency phone codes.

The induction should include: an introduction to your work colleagues, an introduction to the service users / patients, reporting lines, where staff register / logbook is, location of service user care/support plans, client risk assessments and any documentation responsibilities. Please ensure also that you are made aware of the location of the Policies and Procedures, as you will be required to comply with them. If you are not offered an induction, ALWAYS ASK FOR IT & QUESTION IT. Should you not receive an induction please contact ENS as soon as reasonably possible in order that we can provide you with advice and support and make our client aware.

Upon arrival for a first shift at the NHS ask to be inducted in Crash Call Procedure, Hot Spot Mech, Violent Episode Policy and how to alert security staff that an individual is in trouble.

Equal Opportunities, Diversity & Inclusivity

ENS is committed to equality & diversity for all Agency Workers, candidates, and employees. We treat everyone equally irrespective of sex, sexual orientation, gender reassignment, marital or civil partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs or membership or non-membership of a Trade Union, and we place an obligation upon all Agency workers and employees to respect and act in accordance with the policy. Please take the time to look at the Equal Opportunities and Diversity Policy available online – https://www.ens-training.co.uk/policy-documents.html

Human Rights Act

ENS endeavours to ensure that our employees and Agency Workers work in accordance with the Act upholding the rights of service users / patients at all times.

Confidentiality

ENS requires all Agency Workers to comply with the confidentiality policy of ENS, the confidentiality policies and procedures of the client and your Codes of Conduct and Practice. You must treat information about service users / patients and clients as confidential and use it only for the purposes for which it was given. Particular care must be used when utilising social networking sites. It is ENS' policy that Agency Workers may not post any information or photographs on a social networking site without the written permission of the service user. Please phone the office if you need assistance.

Caldicott Procedure

ENS Agency Workers are required to abide by the eight Caldicott Principles when reviewing the use of client information. Your induction will cover these principles which are:

• Justify the purpose
• Use client identity where absolutely necessary
• Use the minimum client-identifiable information
• Access to client-identifiable information should be on a strict need to know
• Everyone should be aware of his or her responsibilities
• Every use must be lawful
• The duty to share information for individual care is as important as the duty to protect individuals' confidentiality
• Inform patients and services users about how their confidential information is used and what choice they have. There should be no surprises

UK Data Protection Act

ENS is registered under the UK Data Protection Act, which sets legal standards for the use of personal information and provides protection for individuals about whom the information is held. If you are dealing with personal data, you have the responsibility to treat the information with the utmost care and discretion. All information is confidential and must never be disclosed to unauthorised individuals. Failure to comply with any of the above could lead to removal from the ENS Register. Should you ever use information about a service user / patient as part of a written assignment (e.g. case study work), you must first seek permission in writing from the person concerned. All ENS Agency Workers and clients have the right to gain access to their personal file held on computer or on paper, this is known as a Data Subject Access Request. To gain access to your file and information held about you, you must put your request in writing to dpo@ensgroup.co.uk or hr@ensgroup.co.uk giving 28 days' notice.

Record Keeping

When required to update a daily summary of support - it should be completed as soon as possible after an event has occurred. It should provide clear evidence of the support delivered, the decisions made, and the information shared. All records should be factual, accurate, legible, and complete.

Daily Reporting in the Support Plan

When caring for a service user a daily report must be written which includes the following:

• Service user's condition
• Medication taken
• Relevant information which could be useful for other visiting services
• The report must be written in pen not pencil
• Abbreviations and slang may not be used
• If mistakes are made cross them out - do not use Tippex or tear the report out
• You may only leave messages for other Agency Workers in the support plan if it relates to the service user's needs / requirements. Also state the Agency Worker's name, who you are leaving the message for
• If you are making a personal opinion, please state it is your opinion
• If an accident occurs this must be recorded and be sure to notify the ENS office
• The support plan must be signed and dated at the completion of each assignment
• Please be discreet as the support plan may be read by the service user, relatives or friends
• Third Party confidential information from GP, District Nurse, Social Worker, Relatives, among others, must not be reported in the care plan. Inform ENS or the Registered Manager, or most appropriate person on site

Gifts, Gratuities, Bequests & Loans

You must refuse any gift, favour, hospitality, gratuity, or bequest from a service user under any circumstance. You must neither ask for nor accept loans from service users / patients, their relatives and friends, or clients. In the event of being offered any of the above, you must decline, explaining that you are not permitted to accept any gifts of any nature and inform us immediately. It is also forbidden for Agency Workers to be involved in assisting in the making of or benefiting from a service user's / patient's will.

Smoking

Please ensure that you adhere to the client's smoking policy and any instructions provided by the person in charge. Note that there is no smoking in a service user's own home EVEN if specifically invited to do so by the Service User. This includes the use of e-cigarettes and vapes.

Alcohol

The consumption of alcohol whilst on duty is strictly forbidden. There are NO Exceptions. Alcohol impairs judgement and your ability to carry out your tasks effectively. There is also the inherent drink drive danger. If you are found to be intoxicated, or are found drinking, or suspected of being intoxicated a full investigation will be conducted as per the ENS Disciplinary procedure, and this may result in removal from the ENS Register.

Substance Abuse

If you are caught in possession or under the influence or suspected of being under the influence of an illegal drug or controlled substance, a full investigation will be conducted as per the ENS Disciplinary procedure, and this may result in removal from the ENS Register.

Abuse of a Service User / Patient

ENS operates a policy of zero tolerance with regards to any cases of Client abuse. There are 7 main types of abuse: Physical abuse, Sexual abuse, psychological abuse, Financial or material abuse, Neglect and acts of omission, Discriminatory abuse, Organisational abuse, and Modern Slavery. If you notice any indication of abuse of a service user / patient, you must immediately report it to the ENS Manager. You will be asked to complete an Incident Form so we can notify the client, local social services department, and the police. Failure to report abuse is also considered abuse and a violation of the Code of Conduct for Agency Workers. ENS will investigate any reported allegation of abuse.

When looking after a Service User in their own home DO NOT ask the Service User questions about your suspicion. If the Service User discloses information that is concerning or a risk to them or others, you must explain that you may have to disclose the information to the Registered Manager, even if they ask you not to tell. Remember your duty of care and discreetly inform the most appropriate person on site, ENS or the ENS HR Department.

Abuse of an Agency Worker

If you are concerned about your health and safety, or are subjected to verbal abuse, physical violence or are threatened by a service user / patient, client or a representative of the client you should notify your bookings/rota consultant, On-Call, an ENS Manager immediately – 01702 353100.

Whistle Blowing

ENS has a Whistle Blowing Policy. It is designed to allow Agency Workers who have serious concerns about the conduct of a fellow Agency Worker, a colleague or employee of the company, to report such matters to senior management, in confidence without fear of repercussions, retaliation, intimidation or reprimand. Essentially, the Policy is designed to ensure compliance with the Public Interest Disclosure Act, 1998. Our Policy is also designed to protect innocent people from malicious allegations. This policy can be found on the ENS training portal or a copy can be emailed to you on your request.

Investigatory & Appeals Procedure

Contractually the agreement between the Agency Worker and the agency is a 'contract for services'. This means that the Agency Worker is not an employee but instead is self-employed and working on a freelance basis and generally no disciplinary procedure will apply. However, an Investigatory, Appeals and Complaint Procedure will apply in certain situations including, but not limited to those set out below:

• When we are required by a client to apply a disciplinary procedure, either ours or theirs
• When a Safeguarding situation arises
• When legislation requires
• When the allegations of misconduct would lead to removal from the NMC

The Investigatory, Appeals and Complaint Procedure is set out in its entirety at the end of the Handbook. If the nature of the complaint necessitates suspension, the Agency Worker will not be paid while the investigation is being carried out, because the Agency Worker is not an employee of ENS but is self-employed and works on a contract for services. The HR team are responsible for maintaining complete records of all complaints and investigations and action taken. Where necessary these will be linked to the Whistle-blowing Policy. Records will be maintained as confidential documents in a central file at the ENS offices. Appropriate details will also be entered onto Agency Worker's records. Where it is believed an Agency Worker has committed an offence detail will be reported to the appropriate Protection Registers as follows, irrespective of whether disciplinary procedures are completed and whether or not the Agency Worker is suspended from duty:

• Safeguarding of Vulnerable Adults Register
• Protection of Children Register

Agency Worker Complaint Procedure

ENS offers all Agency Workers the opportunity to air any complaint they might have arising out of their working conditions and treatment generally. The complaint procedure is set out in the Investigatory, Appeals and Complaint Procedure at the end of the Handbook.

Quality Assurance System

ENS has achieved its ISO 9001 (2008) which is an externally monitored Quality Assurance System. The purpose of the Quality Assurance System is to measure the standards of service and satisfaction experienced by our clients, service users / patients and Agency Workers. We will keep records of issues arising, and positive and negative comments made concerning the service. At specified times, we will send out a survey questionnaire, which will seek opinions concerning each aspect of our operations. The results of these surveys will be recorded in report format and made available to external Inspection Bodies.

Comments & Suggestions

We are always keen to hear from you – Yearly surveys are sent out to you, as your opinion is invaluable, or alternatively please email info@ensgroup.co.uk as to how you feel our service works 01702 353100. By constantly re-evaluating the way in which we perform, we can continually improve our services both to clients and Agency Workers.

Communicable Diseases

HIV, AIDS, MRSA, Hepatitis B Policy

It is ENS' aim to minimise the risk to you, our clients, service users / patients, colleagues and the general public who may be exposed to communicable diseases that are infectious. People who are involved in nursing and related care tasks often have an increased risk of exposure to communicable diseases, which are infectious.

The policy outlined below applies to the above-mentioned diseases in all work assignments. In accordance with HSC 1998/226 Guidance on the Management of AIDS / HIV Infected Health Care Workers and Patient Notification (copy available for reference) it is a requirement that all Agency Workers comply fully with the current legislation with regard to their health status in relationship to HIV / AIDS. All Agency Workers are under ethical and legal duties to protect the health and safety of service users / patients.

Self-employed Agency Workers have general duties to conduct their work so that they and others are not exposed to health and safety risks. Any Nurse who believes that she or he may have been exposed to infection with HIV, in whatever circumstances, must seek specialist medical advice and diagnostic testing, if applicable. She or he must then adhere to the specialist medical advice received. Under such circumstances it is required that the Nurse notifies ENS.

Each Nurse must consider very carefully their personal accountability as defined in the Code of Professional Conduct and remember that she or he has an overriding ethical duty of care to service users / patients. ENS Agency Workers who have or may have contracted a communicable disease may be able to perform nursing or care tasks. However, our main priority must be the safety and protection of our service users / patients, even if the risk to them is minimal.

If an incident arises where you may have contracted a communicable disease, you must report the incident to ENS to enable an Incident Form to be sent to you and for advice to be given. You must also ensure that the incident is reported and recorded at the establishment of your work assignment in line with the client's policies and procedures. If you suspect that you have been exposed to MRSA you will need to inform ENS and arrange to be screened.

Infection Control

Please advise us immediately in the event that you believe that you may be suffering from an infectious disease, food poisoning or have symptoms that could be indicative of these health problems. ENS through our policies, procedures, and work practices endeavour to ensure as far as it is within our powers to do so, that Agency Workers are not exposed to unacceptable risks in terms of infection. Where risks exist, we would expect that the client, as required by the legislation, undertake all necessary health and safety risk assessments and precautions.

Universal Precautions

The term Universal Precautions means undertaking routine safe working practices to protect you and your clients from harm. Nurses and health care workers must be familiar with working to protect their own health and the health of patients and colleagues in terms of infection control. You will also be required to uphold best practices in terms of universal precautions and will be required to work to the standards of cleanliness / sterility appropriate to the clinical area of their placement.

Immunisation

We recommend that each Agency Worker consult his / her doctor to ensure that vaccinations are kept up to date. It is important to explain to your doctor that you work in the healthcare sector. Agency Workers placed within the NHS must also comply with the requirements, which change from time to time.

The current requirements are:

• Measles and Mumps show immunisation records
• Rubella show immunisation records
• TB show BCG immunisation or result of head test or BCG scar seen by appropriate person
• Hepatitis B provide titre level result
• Varicella declaration by Agency Worker of chicken pox infection in the past or test for immunity and if appropriate varicella immunisation
• Undergo a medical examination by the NHS Trust

Certificates can be provided and if workers may be placed into the NHS they will need to be provided and validated by ENS. NHS workers will need to have annual health assessments, this is currently carried out by Healthier Business.

Health & Safety

Health & Safety Legislation

The Health & Safety at Work Act 1974 places a duty on both employers and employees to work together in an effort to minimise the risk of accidents to both employees and members of the general public. Agency Workers have the same obligations.

The following outlines your responsibilities under the Act and ENS Policy:

• Always make yourself aware of the health and safety policy and procedures of the client
• You are responsible for your own health and safety, and for that of others who may be affected by your acts or omissions, including service users / patients and colleagues
• Carry out your duties in a safe manner and report any health and safety concerns immediately
• Never use or operate machinery or equipment unless you have received the appropriate training or instruction
• Never tamper or misuse anything provided in the interests of the health or safety of you or others
• Each workplace, together with its equipment and furnishings, must be maintained. If in the course of your duties, you observe any defect, fault, or potentially dangerous hazard, which you cannot immediately rectify, the matter must be reported immediately
• Make use of, in accordance with instructions, safety equipment and personal protective equipment provided for your safety and that of others

As an Agency Worker you need to have an appreciation of the application of health and safety legislation as it relates to the area of work you will be involved with. Applicable legislation includes:

• Health & Safety at Work Act 1974
• Management of Health & Safety at Work Regulations 1999
• Manual Handling Operations Regulations 1992
• Regulatory Reform (FIRE SAFETY) Order 2005
• Control of Substances Hazardous to Health Regulations COSHH
• Reporting of Injuries, Diseases and Dangerous Occurrences (RIDDOR)
• Lifting Operations and Lifting Equipment Regulations (LOLER) 1998

If you require support or assistance with any aspect of Health and Safety legislation related to an assignment, please contact us for guidance - info@ensgroup.co.uk. It is essential that you notify us of all health and safety issues / risks / problems, so that we may fulfil our obligations under the legislation.

Change of Health Status / Pregnancy

You must notify ENS (your Bookings/Rota consultant) in the event that you have any change of health status. This includes any problems of a medical or surgical nature, problems related to your psychological or emotional health, or any physical trauma. It may be necessary to undertake a health assessment at such times. It is also necessary to notify us if you become pregnant. Risk assessments will be conducted, and if necessary, further medical advice will be sought to ensure your personal safety and that of service users / patients.

Accidents on Assignments / RIDDOR

If you have an accident at work, however minor, it must be reported immediately to the person in charge of that shift and recorded in the accident book immediately after the accident occurs. We will then investigate to establish why the accident occurred in an effort to prevent similar incidents. You must also report dangerous occurrences to your booking's consultant, line manager or HR consultant. By dangerous occurrence we mean a near miss – something that could have had serious consequences. ENS or the Client will report any reportable accident (or dangerous occurrence) under RIDDOR.

COSHH (Control of Substances Hazardous to Health)

When dealing with any hazardous substance it is mandatory that these basic COSHH guidelines are followed:

• Read all hazard warning signs and the instruction labels on containers. They should tell you if, for example, a substance is poisonous, flammable, or can cause burns
• Before you use a substance, find out what to do if it spills onto your skin or clothes
• Always wear protective clothing
• Never use substances in unmarked bottles
• Never mix hazardous substances
• Never empty hazardous substances into an unmarked container
• Make sure all hazardous substances are stored away safely
• Protective clothing which is soaked or badly stained by hazardous substances must be discarded
• Follow the manufacturer's instructions for usage or accidental spillage

First Aid

First Aid is intended to preserve life and prevent the service user's / patient's condition from getting worse until expert help arrives. When you arrive on shift always ask who the appointed first aider is and where the first aid box is kept. In the event of an emergency, phone for an ambulance and call the person in charge. If you are the person in charge, contact ENS as soon as reasonably practicable.

Fire Precautions

You must familiarise yourself with the fire procedures in effect at each client's premises:

• Know how to raise the alarm
• Keep away from naked flames or sparks when handling flammable substances
• Know the evacuation procedure
• Keep fire doors closed and free from obstruction
• Know the means of escape and assembly point

Food Handling

Good personal hygiene is one of the first steps in promoting good practice in food preparation. Good personal hygiene includes:

• Keep hair pulled back, use a hair net or hat to prevent hair from falling into food or catching fire
• Not wearing jewellery, including watches
• Wearing a washable, cotton, apron
• Good hand washing principles including thoroughly washing hands, including nails and between fingers
• Use a separate washbasin for hand washing – not the same one as food is being washed in
• Wash hands after: going to the toilet, touching money, smoking, using cloths, touching raw food and before touching prepared food
• Change disposable gloves frequently
• Cover any cuts with a blue waterproof plaster

Contamination of food can also be prevented by:

• Not touching food
• Using clean utensils when preparing food
• Using different chopping boards for different types of food
• Never blowing on food to cool it
• Maintaining a clean work environment which is uncluttered and regularly cleaned
• Storing food below 5 degrees
• Heating food above 63 degrees
• Storing food in the fridge in sealed containers
• Keeping similar kinds of food together
• Keeping raw food separate from cooked food
• Not using food that is past its 'use by' date
• Not storing left over tinned food in the tin
• Reading labels on food packages and following the instructions

Safe Manual Handling Principles

You are responsible for your own and others safety during Manual Handling. Please remember the following guidelines for any activity that involves manual handling:

• Attend manual handling training prior to first shift (attend periodic up-dates)
• Any person requiring manual handling must have a specific plan - follow the specific manual handling risk assessment instructions as identified in the service user / patient care/support plan
• Ensure that you understand the manual handling plan prior to carrying out a procedure
• Follow all the guidelines you have been given in your manual handling training - if in doubt, speak to the person in charge
• Never carry out a procedure if you think you, a colleague or a service user / patient may be at risk
• Report any adverse situations to ENS as soon as possible
• Inform ENS of any physical condition you have which may affect your ability to undertake manual handling operations safely as soon as reasonably practicable
• Work within the remit of the relevant Manual Handling Policy of the client
• Report all injuries and accidents to both the client and ENS
• Report any unsafe systems of work to both the client and ENS
• Report any changes in the medical condition of the service user / patient to the Person in Charge of the shift for the purposes of reviewing the manual handling assessment
• Use mechanical aids appropriately and after specific instruction from a representative of the client
• NEVER lift a service user / patient who cannot weight bear
• ALWAYS use the appropriate equipment and the appropriate procedures for moving a service user / patient

Failure to comply with the above responsibilities will result in a full investigation as per the ENS Disciplinary Procedure and may result in removal from the ENS Register. IF IN DOUBT, SEEK ADVICE.

Personal Safety Travelling To & From Work

• If you are working in an isolated area always alert someone as to your whereabouts and what time you expect to return. Avoid situations where you feel at risk and get help when you need it
• Be alert
• Choose a busy, well-lit route
• If you have to travel by a quiet route, try to vary your journey
• Do not be predictable – vary your route
• Be positive and confident - don't look like a victim
• Carry handbags and wallets securely
• Keep cash and credit cards to a minimum and try to carry your keys and means of identification separately
• Have keys ready in your pocket when you are approaching your car or home

If you find yourself in a situation that could turn violent, follow the Client Care Guidelines / Risk Assessments and:

• Try to stay calm
• Be aware of your body language and the other persons
• Try to keep a safe distance and avoid physical contact if possible
• Avoid areas within the vicinity that could lead you to having no escape route
• If you cannot calm the situation, call for help and / or try to move yourself away
• Report all incidents to your line manager

Additional Information for Agency Workers when Providing Care to People in the Community & in a Person's own Home

Know the Service Users' Needs

Thoroughly read and follow the care/support plan, risk assessments, medical details, and medication requirements for the service user you are supporting. These documents provide a great deal of information about the individual needs and requests of the service user, including likes, dislikes, and preferences.

The care plan will also explain the level of ability the service user has and where they will require additional support. This will help you decide the level of support you should be offering to the individual. Support should always be to help promote independent living and empower the service user, not to take over. Should you feel you have not been provided with adequate information or the information is not detailed enough, please raise this with the client and make ENS aware as soon as possible, in order that we can offer advice and also be made aware.

Lone Working

Lone workers need to be aware of your safety and the safety of your service user / patient at all times. In particular, the following should be adhered to:

• Safety when out in public. Be aware of the safety of geographical areas at all times. Avoid dangerous and remote areas and be particularly vigilant after dark
• Mobile Phones. For health and safety reasons you MUST carry a mobile phone with you at all times and be contactable whilst supporting a person in the community in case of emergencies. At the same time, you must observe all other mobile phone policies set out in this Handbook
• Care/Support Plan & Risk Assessments. Read the care plan and risk assessment very carefully to help prevent getting into a situation that may pose a risk to you, the service user, or the general public

Record Keeping

The details of record keeping are set out in a previous section. In addition, when working in the community all service user interaction, activities, medication, dietary needs, financial assistance, and daily living skills should be accurately documented at the end of EVERY shift. If you do not gain access to the client file in their home, you must complete a daily recording sheet after the shift and send this into the office as soon as possible either by email or in a confidential envelope addressed to the appropriate consultant. As a lone worker, accurate documentation is vital as it proves what support you have offered to the client, and it demonstrates your working practices. Remember what you write is part of a legal document and should be clear and factual, without opinion, accurate, legible, and complete.

Training & Monitoring of Job Performance

While on the ENS Register you will receive full training as required by CQC. At the end of the mandatory induction, together we will devise a training programme tailored to the type of work you do. The training programme will be updated annually to enable you to develop your personal skills and knowledge. You will be expected to attend all training courses relevant to your work. We retain records of all training courses you attend.

Probation

For the avoidance of doubt, acceptance onto the ENS Register will occur on the date of the Agency Worker's first visit to a Service User.

Staff Performance Supervisions & Appraisals

During your working time with us we will monitor your job performance via client feedback. This will show us how you are progressing and also enable us to identify those areas where you may need additional training. Supervisions will occur quarterly and an Appraisal annually for Care & Support staff.

Attendance at Meetings

There is a regular programme of Care & Support staff meetings which are arranged to keep you up to date with the latest developments. These meetings will also provide you with the opportunity to share your own thoughts and ideas with other staff members. You will be expected to attend whenever possible.

Complaints & Compliments

Complaints and compliments are the basic means that a service user has of expressing dissatisfaction and satisfaction with the services that we provide. As the person who is in daily contact with a service user you are likely to be the one that the service user first communicates with, and it is therefore imperative that all feedback is relayed back to management for review and any action that may be appropriate. Be sure to communicate complaints and compliments made verbally as well as in writing to the appropriate line manager, bookings consultant, care and support consultant or the HR team at hr@ensgroup.co.uk.

Food

You must not allow service users to provide you with food, other than the courtesy cup of tea or coffee which may be offered. You must not ask for this but accept it only if it is offered. You should only consume your own food at a service user's home if the service user has given permission or during your agreed break period.

Smoking

Agency Workers are NOT permitted to smoke or VAPE at all whilst on duty, EVEN if specifically invited to do so by the Service User. This includes within the Service User's home, while travelling in a car with a Service User or while accompanying a Service User in the community.

Handling Service User's Money

ENS aims to maintain the independence of our service users. We consider that control of money matters is a key element of independence. Service users should be actively encouraged to take control of all aspects of their financial affairs, and you should avoid situations where service users become unnecessarily dependent even in minor ways. You have significant unsupervised access to service users' homes and often to their money. Please take this responsibility seriously, act prudently and follow the advice below:

• Cash and Receipts - Avoid using money directly from a wallet, purse, jar etc, even at the service user's suggestion. Instead, you should only take money which the service user hands you directly. You must count the money and issue a receipt. Ask ENS for receipts. ALWAYS keep a service user's money separate from your own. Never borrow from or lend money to a service user
• Shopping for the service user - if the service user asks you to shop for him / her always return the till receipt with any change
• Advice on financial matters - you must never give advice on financial matters even if asked
• Collecting ENS Fees - never ask a service user to pay his / her invoices in cash. However, some service users will ask you to submit their payments in cash to ENS. Always count the money and issue a receipt to the service user

Gambling / Private Trading / Enterprise

Gambling in any form or fashion is not permitted at a service user's home or at any time during duty hours. Private trading at the service user's home or private trading during a shift is expressly forbidden.

Key Holding

It is not the policy of ENS to hold keys to service user's home. If you are asked to do so you must refer the matter to the Registered Manager.

Parking

You are reminded to observe any parking restrictions that may apply when visiting service users. ENS is not liable for any parking fines, and it is your personal responsibility to ensure that you park with due care and consideration.

Use of Mobile Telephones & Audio Equipment

Agency Workers should be aware of the potentially negative social implications of mobile telephones and be sensitive to other people around them. Personal calls from mobile telephones should not be made during duty hours. Agency Workers should not operate any form of personal audio device while carrying out duties at a service user's home. It is against the law to access or use a mobile phone whilst in transit or whilst a vehicle engine is running. Should you need to respond to or make a call, you should seek permission prior and take the call in a private and confidential space. Equally should you receive a call whilst driving, you should ensure that you wait until you are able to pull the vehicle over safely, park, turn off the engine before answering/responding or making a call or sending a message.

Statements to the Media

It is expressly forbidden for any Agency Worker to communicate with the press or media without prior authorisation from senior management of ENS.

Unauthorised Persons

Never take anyone with you to a Service User's home at any time while on duty including children and other family relatives. To do so violates ENS' policies, compromises the service user's privacy, and is considered abuse. Contravention of this rule will be viewed as an act of Gross Misconduct.

Safety in Service User's Home

A fundamental part of establishing a care plan with a new service user is to assess the service user's home environment for potential risks and hazards. This will have been done as a preliminary Risk Assessment exercise designed to meet the Health & Safety standards, and relevant aspects will be built into the service user's care plan. An essential part of your duties as an Agency Worker is to constantly monitor the service user's environment to ensure that hazards are minimised and the risks to the service user are reduced as far as possible. You should report any concerns to the Registered Manager.

Use of Household Electrical Equipment

As part of your care duties, you may be required to use certain items of the service user's household equipment for cleaning, ironing etc. The Risk Assessment will have established the condition of the service user's fixed and portable household appliances, and identified the need for any repairs, or precautions that should be taken when using them. If in doubt, do not use the item and ensure that it is reported to the most appropriate person on sight/on call or ENS as soon as reasonably possible.

Dealing with Violence & Aggression

We recognise that the role of Agency Worker can be a potentially vulnerable position. Training will be provided to specific workers if either requested by the client or if is part of the compliance process to support a specific care and support client.

Dealing with Infection Hazards

The Agency Worker can be at risk from infection hazards within the service user's home environment. Infections can arise from contact with infectious service users, poor hygiene in the service user's home, pest infection and pets that are not looked after properly. ENS has developed several specific Policies to deal with the Health & Safety aspects of infections. Appropriate awareness training in these Policies will form part of your basic training. You will be issued with disposable gloves and aprons to use where appropriate. The correct use of protective clothing will form an essential part of your Induction Training. Should you have concerns with regards to the provision of PPE when on shift, you should alert ENS as soon as reasonably practicable, in order that we can offer advice and be made aware.

Dealing with Pets

Risk Assessments will include any pets the service user may have and will address:

• Whether the agreed care duties include feeding a pet, clearing up after it, and exercising it
• Any risks that you may face from the point of view of infection hazards and general dangers

Dealing with No Response from Service User

If your service user does not respond to you knocking on the door / ringing the bell when you arrive for your assignment, follow this procedure:

• Check that the door is locked, if not call out and announce yourself
• Look through the windows or in the garden if you can gain access
• Ask the neighbours if they know the service user's whereabouts
• Phone the service user's house
• Phone ENS on 01702 353100 immediately so we can contact the appropriate person
• Leave a note through the service user's door that you attended the assignment but were unable to gain access
• If you suspect a break in - call the police, DO NOT ATTEMPT TO ENTER THE PREMISES
• If you can smell gas, smoke, or see flames - phone the fire brigade
• In the event of an obvious emergency or if you hear or see a Service User in distress but are unable to gain access without force, telephone the police and for an ambulance
• Do not attempt to gain Entry by Force
• Do not put yourself at risk

Dealing with Accidents & Non-medical Emergencies

As part of your daily care routines, you may be faced with all types of emergency situations, which will require a calm disposition, clarity of thought and the knowledge of what action to take. These could include arriving at a service user's home to find a power cut, flooding, a break-in or attempted break-in, or smells suggesting a gas escape. ENS has developed specific Policies to deal with these non-medical emergency situations. Appropriate awareness training in these Policies will form part of your Induction Training.

Dealing with Medical Emergencies

You may also be faced with medical emergencies affecting the service user. These can range from suspected hypothermia, suggestions of third-party abuse, self-abuse through alcohol consumption or overdose of drugs, a fall and even discovering a service user has died. Again, ENS has developed specific Policies to deal with these situations. Appropriate awareness training in these Policies will form part of your Induction Training.

Death of a Client

Contact the emergency services, the most appropriate person on sight and ENS immediately on 01702 353100 and we will advise you of how to proceed. Do not touch or attempt to move the service user.

Handling Hazardous Substances (The COSHH Regulations)

Though the COSHH Regulations do not apply to the domestic environment as such, there are hazardous materials to be found in everyday use in the home. These will include bleaches, disinfectants, drain cleaners, oven cleaners etc. You will still need to be aware of the hazards they present and of the correct methods for storing and using them. Of prime importance here is to ensure that a confused service user cannot mistake these materials for other substances, particularly edible substances. ENS has developed a specific Policy for the safe storage and handling of hazardous substances in the domestic environment, and familiarisation with this will form an integral part of your Induction Training.

Handling Drugs & Medicines

In order to protect yourself and the service user it is essential that you always follow the current ENS Medication Policy and Procedure that is in effect at that time. Before you are able to assist with medication you must successfully complete the administration of medication course, which you will receive as part of your induction. In addition, you must inform the Registered Manager immediately if:

• The service user refuses to take his / her medication
• It is evident that some drugs appear to have gone missing
• If you suspect drug abuse or misuse
• If the service user has run out of medication without any apparent clinical cessation of treatment

Respecting Different Cultural & Religious Beliefs

You may have to make decisions and compromises in what you believe in to assist the service user in their chosen daily activities. You may need to put aside your own beliefs and ideas to support the individual to live their life the way they chose, offering guidance only and informed choice. If they have a particular belief or dietary requirement, you must respect this and support them with their choice. Remember, support is for the service user to do what they want to do and not for you.

Offering Choice to the Individual

Informed choice is about giving the individual all the relevant information surrounding a decision they need to make, this may be positive or negative, it may seem right or wrong. In the end, as long as the individual is advised in an unbiased way and they are not taking unacceptable risks, they have the right to make their own decisions without being swayed. If the individual is not able to make an informed choice, there are agencies in the community that can act on behalf of the service user (advocacies). Advocacies can assist with issues such as tenancies, benefits, financial concerns, and family disputes. If you feel a service user will benefit from the assistance of an advocate, please do not hesitate to contact the office - info@ensgroup.co.uk. ENS welcomes independent advisors to represent the rights of the service user.

Professional Boundaries

As an Agency Worker you are strictly forbidden from taking a service user to your home or to meet members of your family. Staff MUST at ALL TIMES maintain a professional working relationship with the service user. Remember, you work for the service user, and you are not a close friend. A full explanation of Professional Boundaries can be found in our policies.

Driving / Mileage & Expenses

Agency Workers who use their own car to support the service user in the community must have valid business insurance. If you do not have valid business insurance, you are NOT permitted to transport the service user in your car. If it is agreed in advance, you may claim mileage for transporting the service user during their support. If you exceed the pre agreed mileage allowance, you will not be paid for the extra amount. All expenses MUST be receipted, or they will not be reimbursed.

Investigatory, Appeals & Complaints Procedure

Contractually the agreement between the Agency Worker and the agency is a 'contract for services'. This means that the Agency Worker is not an employee but instead is self-employed and working on a freelance basis and generally no disciplinary procedure will apply. However, an investigation and disciplinary procedure will apply in certain situations including, but not limited to those set out below:

• When we are required by a client to apply a disciplinary procedure, either ours or theirs
• When a Safeguarding situation arises
• When a Child Safeguarding or Child Protection (Protection of Children's Act) situation arises
• Where Outcome 12 of the CQC Regulations applies. Outcome 12 requires that Disciplinary and Grievance procedures are in place, regularly updated and communicated to Agency Workers
• When legislation requires
• When the allegations of misconduct would lead to a potential removal from the NMC register

This Policy cross-relates to the Whistle-blowing Policy.

Investigation and Disciplinary Procedures (where applicable)

The following procedures will be followed where required by a client.

Purpose and Scope

The procedure sets out the action that will be taken when standards of performance fall or rules are breached. The aim is to ensure consistent and fair treatment for all.

Principles

• The procedure is designed to establish the facts quickly and to deal consistently with complaints or issues raised of "suitability"
• At every stage, the Agency Worker will be advised of the nature of the complaint where appropriate to do so
• No formal action will be taken until the matter has been fully investigated to establish the facts
• The Agency Worker will have the opportunity to state their case, by providing a written statement and attending an informal investigation meeting and/or Record of Event meeting. The Agency Worker will also have the right to representation or accompanied by an ENS colleague or union representative if the investigation proceeds to disciplinary. This is not a right at investigation stage, however, ENS will always consider this option dependent on the nature of the investigation and situation
• No Agency Worker will be removed from the ENS Register for a first breach of conduct except in the case of gross misconduct being upheld, which will in certain cases result in removal from the ENS Register
• An Agency Worker has the right to appeal against any disciplinary action taken against them in accordance with the Appeals Procedure
• In the event that an Agency Worker is made temporarily inactive pending an investigation ENS will be unable to recompense you for loss of earnings but will investigate the matter as quickly as reasonably possible. Being made inactive with no pay is due to the nature of the Contract for Services for Temporary Workers – ENS Terms and Conditions
• Should external professional bodies be involved in any investigation, ENS will be led by those bodies in terms of moving the investigation forward. This on occasions may lead to delays in moving the investigation forward, however, you will be kept informed of developments throughout the process

Copies of the complaint and evidence will be only given to the Agency Worker if it proceeds to disciplinary hearing and deemed necessary.

Informal Stage

Should an incident or allegation be deemed by ENS as minor misconduct; the matter will be dealt with informally by the relevant line manager or appropriate person, in the first instance. A fact finds review of the information received will determine this. At this stage, the Agency Worker will be asked to complete a statement and will be asked whether they admit to the allegation. The line manager or appropriate person dealing with the allegation may at this stage liaise with HR to decide as to whether a formal process should be followed or whether the allegation can be dealt with informally.

An informal meeting such as a Record of Event Meeting or Record of Conversation Meeting with the Agency Worker will take place. This should be a face-to-face interview, however in some circumstances this may be conducted by telephone or via TEAMS. A written record of this meeting will be kept on file. The notes from the meeting may be referenced in the future should concerns of a similar nature of conduct or capability occur.

The allegation will be discussed with the Agency Worker with a view that the Agency Worker will improve their conduct. Should a similar concern or allegation occur within this period; more formal proceedings may apply.

Where deemed appropriate, the informal meeting will be followed up in writing which may include a reminder of Agency Workers roles and responsibilities. The outcome letter may be referenced in the future should concerns of a similar nature of conduct or capability occur.

Investigation Stage

• It is important to carry out investigations promptly to establish the facts of the case and to make an informed decision on the appropriate outcome. This will require the holding of an investigatory meeting with the Agency Worker
• The investigation will involve the investigation meeting, collation of evidence by ENS (e.g., statements by the individuals involved, witness interviews). The evidence may be used at a disciplinary hearing if a disciplinary hearing is deemed necessary
• At the first investigation meeting the Agency Worker will be formally informed of the complaint and be given the opportunity to provide his / her version of events

Outcomes of the Investigation Stage

Possible outcomes include but are not limited to:

• The complaint being closed if unsubstantiated
• Resolving the matter by informal discussions including a 1:1 meeting or supervision - followed by a letter held on file
• Further training required
• Performance monitoring being put into place for a specified time
• Work restrictions such as no lone working where appropriate
• Client exclusions whereby the client has requested or ENS deem it appropriate
• Informal mediation
• Proceeding to Formal disciplinary hearing

Disciplinary Stage - Notification

In the event that there is a disciplinary case to answer the Agency Worker should be notified in writing. The notification should contain sufficient information about the alleged misconduct or poor performance and its possible consequences to enable the Agency Worker to prepare to answer the case at a disciplinary hearing. It is normally appropriate to provide copies of any written evidence, which may include any witness statements, with the notification. The notification will provide 5 days' notice and give details of the time and venue for the disciplinary meeting and advise the Agency Worker that he / she may be accompanied by a colleague or trade union representative. In certain cases where appropriate ENS reserve the right to provide 2 days' notice.

Disciplinary Hearing

At the hearing ENS will explain the complaint against the Agency Worker and go through the evidence that has been gathered. The Agency Worker will be permitted to set out his / her case and answer any allegations that have been made. The person accompanying the Agency Worker will be allowed to address the hearing to put and sum up the Agency Worker's case, respond on behalf of the Agency Worker to any views expressed at the meeting and confer with the worker at the hearing. They may not answer questions on the Agency Worker's behalf, address the hearing if the Agency Worker does not wish it or prevent ENS from explaining its case.

Decision / Outcome

Following the hearing the parties will adjourn and ENS will endeavour to make a decision that day. If a decision is made on the same day as the hearing the Agency Worker will be informed of the decision verbally and followed up with written confirmation. If a decision is not made on the same day as the hearing the Agency Worker will receive written notification of the decision.

Possible Outcomes of a Disciplinary Hearing

Informal Outcomes – the possible outcomes include but are not limited to:

• Closed – where the allegation has not been substantiated the case will be closed
• Informal Warning – where the allegation is substantiated, a 1:1 meeting or a supervision. All records will be retained
• Training – additional training or performance monitoring

Formal Outcomes - the outcomes below may be implemented at any one of the following stages if the seriousness or repetitive nature of the Agency Worker's misconduct or unsatisfactory performance warrants such action:

Stage 1 - Written Warning (First/Second)
If there is no improvement in standards, or if a further offence occurs, or the offence is serious, a written warning will be given. This will state the reason for the warning and a note that, if there is no improvement after a set period of time, a final written warning will be given. A copy of this first written warning will be kept on file, but the warning will lapse after 12 months subject to satisfactory conduct and / or performance.

Stage 2 - Final Written Warning/Extension of Written Warning
If the conduct or performance remains unsatisfactory, or if the misconduct is sufficiently serious to warrant only one written warning, then a final written warning will be given making it clear that any recurrence of the offence or other serious misconduct within a set period will result in removal from the ENS Register. A copy of the warning will be kept on file, but the warning will lapse after 12 months subject to satisfactory conduct and / or performance.

Stage 3 - Removal from ENS Register
If there is no satisfactory improvement or if further serious misconduct occurs, the Agency Worker will be removed from the ENS Register.

Gross Misconduct

If, after investigation, it is deemed that the Agency Worker has committed an offence of gross misconduct, the normal consequences will be removal from the ENS Register.

Referral to Professional Bodies

It may be deemed necessary in any case, to report an incident to Police or NMC or raise a Safeguarding or DBS Referral. This list is not exhaustive.

Appeals

An Agency Worker may appeal against a disciplinary decision by writing to an ENS director within 5 days of the decision being communicated to the Agency Worker. The written appeal should explain why it is felt that the penalty imposed is too severe or is inappropriate in the circumstances. The appeal of any disciplinary penalty will be reviewed by Senior Manager or equivalent, who has had no involvement in the investigation or subsequent disciplinary. This outcome decision will be final.

Types of Offence

The following are examples of the various categories of misconduct and / or poor performance. These include but are not limited to:

Unsatisfactory Conduct

• Poor timekeeping
• Unauthorised absence and / or frequent and persistent short-term absences from work
• Minor incidents of neglect of duty or negligence
• Minor acts of disobedience
• Disorderly conduct
• Failure to maintain the required standard of behaviour and / or performance
• Inefficiency in carrying out duties
• Inability to cooperate with colleagues
• Unacceptable standards of dress

Serious Misconduct / Disruptive Behaviour

• Refusal to carry out reasonable instructions
• Rude and / or aggressive behaviour towards team, clients, service users / patients, colleagues
• Not keeping up to date with service user care plan
• Medication errors

Gross Misconduct

• Continuous incidents of Unsatisfactory Conduct or Serious Misconduct
• Theft, dishonesty, fraud, deliberate falsification of company documents
• Unauthorised use or disclosure of confidential information or business matters relating to the company, its clients, Agency Workers or applicants
• Fighting, assault, dangerous horseplay, or offensive behaviour to another person
• Indecent or gross immoral behaviour, including sexual harassment
• Gross insubordination or aggressive behaviour or excessive bad language
• Wilful failure or refusal to carry out a direct instruction given by any Manager or Assistant Manager of ENS
• Undertaking private trading during duty hours
• Wilful damage to any property belonging to ENS, a client, service user / patient or colleague
• Abandoning duties without notification or prior permission
• Consuming alcohol or illegal drugs and other mind-altering substances while on duty or being unfit for work through the use of the same
• Acts of violence, including physical assault; unlawful discrimination; drunkenness; taking of non-prescribed drugs in such a way as to impair the ability to carry out work; conduct of any kind which endangers the health and safety of others
• Abuse, maltreatment or wilful neglect of client or service user / patient
• Failure to report abuse or your concerns of abuse
• Deliberate falsification of records
• Breach of Safety rules which compromise the health and safety of another person
• Sexual or racial harassment
• Gross negligence or abuse of position
• A criminal offence committed at an assignment other than a minor road traffic offence committed during an assignment, or an offence committed outside of an assignment which is incompatible with the Agency Worker remaining registered with ENS
• Failure to inform ENS of an arrest or conviction or change in items that would or will in the future appear on DBS Disclosure
• Falsification of information or references on appointment
• Any breach of the law which has an effect upon your work (including but not limited to smoking within the workplace)
• Unauthorised absence or gross negligence in the performance of duties
• Acceptance of any bribe, secret profit, or unauthorised commission
• Any conduct tending to bring ENS, or the Agency Worker into disrepute or which results in the loss of custom of a client, Agency Worker or applicant or a loss of business

Agency Worker Complaint Procedure

The following procedures will be followed where an Agency Worker raises a problem or concern about their work, working conditions or working relationships, which cannot be settled informally with their line manager.

Step 1 - Written Statement

If it is not possible to resolve a complaint informally the Agency Worker should raise the matter formally and without unreasonable delay with their booking's consultant, line manager or the ENS HR department. This should be done in writing and should set out the nature of the complaint.

Step 2 - Meeting & Investigation Stage

The complaint will be investigated by an appropriate manager or senior (as per the investigation stage outlined in the disciplinary procedure). ENS should arrange for a formal meeting to be held following the investigation, without unreasonable delay. ENS will provide 5 days' notice of the meeting and give details of the time and venue for the complaint meeting and advise the Agency Worker that he / she may be accompanied by a colleague or trade union representative.

Decision / Outcome

ENS will consider its response to the information that the Agency Worker has put forward. If the decision is made on the same day as the meeting the Agency Worker will be informed of the decision verbally and followed up with written confirmation. If the decision is not made on the same day as the meeting the Agency Worker will receive written notification of the decision of what action ENS intends to take to resolve the complaint without unreasonable delay.

Step 3 - Appeal

If the Agency Worker wishes to appeal, he / she must inform ENS within 5 working days of receiving the decision and on so the appeal will be considered by an ENS Senior Manager or equivalent. If deemed necessary ENS will invite the Agency Worker to attend a further meeting. ENS will inform the Agency Worker of the director's final decision.