Agency Handbook

2018

Introduction RMR:

Welcome to RMR Recruitment,

We are pleased you have chosen to locum with us. We consider ourselves at professional team and

look forward to offering you a wide range of assignments.

The Agency Handbook has been designed to enable you to understand how RMR operates and your

role as an agency worker within it.

RMR Recruitment strictly abides to the standards required under the Framework Agreements it has

with the NHS. Please read the agency hand book carefully as it includes the above mentioned

guidelines and standards to ensure your experience, and that of the patients in your care, is as good

as possible. We care passionately about the quality of our staff and services and recognise our

responsibility to achieve the highest standards.

As a new candidate of RMR Recruitment Temporary Staff Workforce, we trust you have a successful

and prosperous career with us. The office working days and timings are as follows:

Monday to Friday – 08:30 t0 18:30 and the out of hours number is: 01277 285 888 and we are available

24/7 on our out of hours number – 07483 173 868

If you have any queries about the contents of this booklet, please direct these to your Recruitment

consultant at the address below:

Jubilee House 3 The Drive Great Warley Brentwood CM13 3FR. T 01277 285 888 E: enquiries@rmrrecruitment.co.uk

Working with RMR

RMR strongly believes that agency workers act in a manner that promotes and safeguards the interests

and wellbeing of patients, services users, clients and the team of RMR Recruitment. Acknowledgement

of any limitations in your knowledge and competence or other duties and responsibilities must be

done unless you are able to perform them in a safe and skilled manner. Familiarising yourself with any

client specific policies and procedures (e.g. Health & Safety Procedure, Security & Fire Procedure,

Evacuation Procedure, Safe Systems of Work Procedures, IV and Administration of Medicines Policies,

Documentation Guidelines, etc.) is recommended.

Arrive for your shift at least 10 minutes before it is due to start in order to get changed and be ready

for handover at the start of the shift is a good practice. Always wear your agency’s ID badge and

uniform during your locums. Ensure to report any accidents, incidents or near misses to your line

manager and to the operations director of RMR.

Induction

Induction is very important and a mandatory requirement to your commencement of Locums with

RMR. It includes comprehensive induction information and other mandatory trainings such as Basic

Life Support, Health & Safety and Manual Handling.

Each trust you engage in will have different policies and procedures which is very important for you

to be aware of when you have your first placement there.

Code of Conduct

RMR Recruitment expects all the candidates to conduct themselves in a very professional manner at

all times. We request you to pay special attention to:

Punctuality Standards of dress and courtesy Quality of clinical procedures and care Consideration and respect for those around you Confidentiality, honesty and integrity

As RMR agency workers are responsible for your own actions when completing assignments, co-

operating with colleagues and managers for the care of patients and clients. You should comply with

all responsible requests, using your professional judgement at all times.

We ask all associates to behave in a way that upholds the reputation of their profession. Agency

worker must comply with the client’s procedures for the safe handling of money and property

belonging to patients and service users. Acceptance or delivery of any gifts, loans or gratuities from

patients, service users or other parties under any circumstances is strictly not encouraged. You are not

permitted to act as a witness to the will of any service user for whom you are providing or have

provided care or agree to look after or safeguard any part of a patient/ client’s property. Candidates

must ensure that your registration status is not used in the promotion of commercial products or

services; declare any financial or other interests in relevant organisations providing such goods and

services and ensure your professional judgement is not influenced by any commercial considerations.

At situations while providing advice regarding any product or service relating to your professional role

or area of practice, you must be aware of the risk that, on account of your professional title or

qualification, you could be perceived by the client as endorsing the product. Above all, it is very

important you know your own limits and always recheck for guidance if you are unsure of anything,

please refer to the code of professional conduct section from the professional registration sites.

Professional Standards

RMR has its own policies and standards; these do not supersede the national guidelines or professional

registration’s Good Medical Practice guidance which can be found on the website of the GMC or NMC.

As a medical professional, agency worker must ensure that the care of your patient is your first

concern. Every patient must be treated politely and considerately. Dignity, privacy and views of all the

patients must be respected. Patients’ information must be explained in a way they can understand

keep your professional knowledge and skills up to date.

Recognise the limits of your professional competence and be honest and trustworthy at all times.

Respect and protect confidential information. Ensure that your personal beliefs do not prejudice your

patients’ care. You must act quickly to protect patients from risk if you have good reason to believe

that you or a colleague may not be fit to practise. Avoid abusing your position as a doctor and work

with colleagues in the ways that best serve patients’ interests.

You are required to maintain your registration with the General Medical Council or Nursing Midwifery

Council and you are also required to inform RMR Recruitment should you be subject to investigation

or suspension from the GMC/NMC register at any point of time.

Availability and Placements

RMR Recruitment has many different positions from long/ short term to ongoing placements in all grades and specialities. Our Recruitment division is more than happy to look out for locum placements as soon as you let us know when you want to work by calling the office and giving us your availability. Always remember to call RMR and update your availability changes.

Shifts are received from a combination of hospitals, clinics and private individuals (Clients) throughout the day. When shifts are received, you will be immediately called based on the given availability. We take into consideration the requirement of the client and match it against your skills, qualifications and work preferences.

Induction and Orientation to the trust must be undertaken before commencing the shift. This is a framework requirement and candidates are required to ensure this program is undertaken and end of placement assessment form is completed from the trust at the end of locum.

All the placements will be confirmed with candidate’s contracts mailed to them and the agency would require a signed copy of the same contract mailed or faxed back.

In few circumstances, there may be situations where the client may approach you directly with work, it is important for you to inform the agency that you are booked this way as soon as possible. RMR would firmly request all the agency workers to call us to inform if he/ she is unable to attend the

respective shift at the earliest.

Fitness to Work

It is important for your own health and that of those in your care that you are fit to practice whenever

you attend an assignment. In particular, please report illness, especially vomiting or diarrhoea, ear,

nose or throat infection or skin conditions to your Consultant/ GP. You must declare any kind of illness

before you accept an assignment.

As a part of registration process, you are required asked to complete a health questionnaire to ensure

that you are fit to carry out the duties required and handover copies of the required bloods according

to the roles (EPP/ Non EPP). In line with current Department of Health guidelines, RMR would conduct

Occupational Health pre-employment screening prior to your first placement. This will be updated on

an annual basis.

As you may already be aware of the potential risks to an unborn child, it is a MUST bring to our notice

if you become pregnant. If you are concerned that your placement involves unnecessary risks to your

health or fitness or that of your unborn child, please do not hesitate to contact us. This is important,

as we are required to perform a health and safety risk assessment for all expectant mothers. There

may arise a situation that the client may request you to undergo a medical examination prior to

commencing work.

Situations where you believe you may have been exposed to HIV infections in any way you should seek

medical advice from your GP and, where appropriate, undergo diagnostic HIV antibody testing. If you

are found to be infected, you must again seek guidance from your GP. Please be aware that it is the

obligation of all associates to notify their employer and, where appropriate, the relevant professional

regulatory body. You are advised to read: ‘Guidance on the Management of HIV/AIDS infected Health

Care Workers’ available on the Department of Health website www.dh.gov.uk

Please note that the above guidance does not supersede current Department of Health Guidelines (in

particular HSC 1998/226) or local practices and procedures. Any information that you disclose will be

held confidentially.

MRSA: Methicillin Resistant Staphylococcus Aureus (MRSA) is the terminology given to a range of

strains of antibiotic resistant bacteria. MRSA exists on the hands or in the nose of around one third

of the healthy population and is usually harmless. However, it can prove fatal if it enters the

bloodstream of an already weakened patient.

It is usually transmitted by touch. The single most effective measure for preventing MRSA

contamination is washing hands before and after every patient contact.

In addition, please take the required precautions:

Use liquid soap and water on alcohol-based hand rub when washing hands- make sure it

comes into contact with all areas. Remove wrist and preferably hand jewellery at the beginning of each shift where you will be

regularly decontaminating your hands. Wear disposable gloves and aprons when attaching to dressings or dealing with blood and

body fluids (sterile gloves should only be worn when performing aseptic techniques). Dispose of gloves and aprons after use Cover cuts or breaks in your skin or those of patients/ clients with waterproof dressings.

If you come into contact with a patient who is later found to contaminated with MRSA, it may be

necessary to attend screening sessions at the hospital’s occupational health department. During this

time and before you have been declared clear from MRSA, we may be restricted in the assignments

we can offer you due to the risk of infection.

Medicals

Due to the importance of your fitness to work, RMR Recruitment services the right to request you for

various clearance/ immunity evidence certificates from your GP or occupational health services. As

one off cases, clients may ask request you to undergo a medical examination before commencing work

for them. In these cases, future placements may be dependent upon your compliance with this request

and its outcome, providing it was made with good reason.

Training Requirements

Ensuring your personal safety and safety of patients/ service users you are required to provide evidence of training in Health & Safety (including COSHH and RIDDOR).

Basic Life Support and Manual Handling (in line with Resuscitation Council (UK) guidelines) within the last 12 months. You would require additional training to be undertaken such as paediatric/neonatal life support or physical restraint skills if applicable.

The Mandatory trainings that would be required are:

Equality and diversity, Health & Safety, Complaints Handling, Protecting and using patient information including the Caldicott Principles, Infection Control, Fire Prevention, Lone Worker Guidelines, Management of Violence & Aggression and Safeguarding vulnerable adults/ children.

Disclosure Barring Services (DBS)/ Criminal Convictions

NHS policy and the National Framework Contract firmly require agencies to obtain an enhanced

disclosure for all agency workers, which include the barring service check prior to your first placement

with RMR Recruitment. This will be checked annually where you will be contacted by our compliance

team when an update is required.

Please be aware that RMR would be informing the client as their requirement in writing of any criminal

convictions you may have had before accepting you for an assignment. We will only provide this

information with your consent. Our own response to criminal record information will depend upon its

nature and seriousness. You must inform the professional registration body, agency and the trust you

have currently being placed or working if you are being subject to any kind of investigation or

prosecution by the police after RMR have undertaken your DBS checks.

Agency workers who have entered UK within the last six months must provide us with a clear overseas

police check completion certificate from the country resided previously dated within the last 3

months.

Kindly be aware that due to revised changes which had come in to force from June 2013, RMR

Recruitment agency will no longer receive a copy of your DBS certificate, therefore you will be required

to bring over your DBS certificate at the time of registration.

DBS can be registered online if you have a valid DBS certificate that is dated less than 19 days of being

applied. For further guidance please get in touch with our compliance team or log on to

www.gov.uk/ government/organisations/disclosure-and-barring-service.

Eligibility to work in UK

You must have current eligibility to work in the UK. Please inform the agency immediately if you’re

right to work status changes whilst you are working for us.

Professional Indemnity Insurance

All the medical professionals practise to high standards and consistently deliver good quality

healthcare. RMR Recruitment as an agency is liable for the negligent acts of their employees, provided

that the employee was acting in the course of their employment. This principle applies across all

settings in which healthcare is delivered. You are professionally accountable for all of your practice. If

you do not already hold this, please contact a suitable organisation to arrange the relevant cover.

Rates and Payments

The competitive hourly pay rates will be offered by RMR requirement which would differ according to

grade and speciality. The rates will be advised, discussed and confirmed to every candidate in writing of

the pay rate when a placement is offered.

Payments are made directly into your bank / building society/ Limited Company accounts by BACS. Kindly

ensure that the correct details are provided to our finance department.

Timesheets will all be processed and paid by the last business day of the week if the timesheets are sent

to us by Monday 17.30, the following week after the placement. You will be advised of any changes to

timesheet deadlines for Bank Holidays.

PAYE: Payment to locums is made weekly directly into your bank account by Friday each week. Only

Agency timesheets will be accepted and they must arrive by the specified time each week in order to

secure payment within that week’s payroll run.

As a PAYE candidate, you start assuring holiday pay as soon as you begin work through RMR and can request this form from your Recruitment consultants at the time of registration or later any time. Holiday entitlement is 4 weeks per annum for full time workers (37 and a half hours per week), apportioned pro rate for part time workers. IR 35: Up until 6 April 2017 the intermediary is always responsible for ensuring compliance with the intermediaries legislation (known as IR35). Clients and other parties - like recruitment agencies – are not liable to operate IR35 if a worker is engaged through their own intermediary under a genuine commercial arrangement. From 6 April 2017, where the intermediary provides a worker to an end client who is defined as a public authority (see HM Revenue and Custom’s (HMRC) Employment Status Manual at ESM 3072) then that end client, or employment agency, will be responsible for the operation of Pay as you earn (PAYE)/National Insurance contributions (NICs) on any payments made to the intermediary. For further information please check website: https://www.gov.uk/guidance/ir35-what-to-do-if-it-applies#history

Tax and National Insurance:

You are expected to provide RMR with your P45 from your last employer if you are working as PAYE and

this is your main job. If this may not be your main job and you do not have a P45, you will have to complete

P46 available from RMR office or you can download from HMRC website: http://www.hmrc.

gov.uk/forms/p46.pdf. In situations where P45 or P46 is not provided, a tax at basic RMR rate will be

applied.

Timesheets

A personal timesheet will be sent to you prior to your starting work with us. You may photocopy and

make copies of the timesheets to use it for various placements through RMR. The agency worker must

complete a new timesheet each week. Ensure that you use your own timesheet and it has not been

handed over to other agency workers to use. It is advised that timesheets must be completed and sent to

RMR at the end of each of its placements. RMR will treat any attempt to falsify any of the information on

your timesheet very seriously.

It would be completely the agency worker’s responsibility to ensure your timesheet is legible and faxed

directly to RMR Recruitment’s fax number on the timesheet with the following details being checked and

completed:

There are no issues with the timesheets. You complete the correct week ending date timesheet The date and time you worked, excluding any breaks taken are correct The total hours and the basic pay columns are correct There is an approval signature of your immediate supervisor/ line manager/ consultant at

your assignment You have accepted and signed the timesheet.

You are advised to leave a copy of your signed timesheet with your line manager, and keep a copy for yourself. In cases you are provided with a reference number for the respective booking, please ensure that you mention that on your timesheet. Always remember never to put the details of different clients/ wards/ grades or weeks on one timesheet. If you have any queries, please feel free to contact our finance department for clarification.

Time keeping

The agency expects the candidate’s to make every possible effort to ensure that he/ she arrives at and

leaves all the bookings/ placements at the agreed time confirmed in your contract. Attendance and

punctuality is a MUST, if a placement is accepted and it is advisable that the agency worker always arrives

10minutes prior to commencing of the shift. If you are unable to work it is essential that you let us know

as soon as possible.

Cancellations

The nature of temporary work is such that the requirements of the clients may change resulting in the

cancellation of your placement and in few cases this can occur at a very short notice. In the event of

cancellations, we will try our level best to contact you as soon as possible and will always endeavour to

find an alternative work.

In situations where the placement is cancelled when you arrive at the trust/ client’s site, it is important to

inform us immediately. A timesheet is signed for 2hours by the client that you have been cancelled from.

Uniforms and Identity Badges

All the agency workers will be issued with Identity badges and uniforms (when applicable) before

commencing your first placement. The ID badges will be issued in line with professional registration.

Please ensure to wear your agency ID badge and have it clearly displayed at all times during every

locum engagements to facilitate clear identification. If the Id badge is posted to you kindly

acknowledge us on receiving the ID badge. Please note that the agency Id badge must be returned

back to RMR on terms of discontinuations.

Requirements for assignments

RMR is completely committed to supporting you in your professional development. You are required to

complete all the life support trainings, moving & handling (in line with Resuscitation Council (UK)

guidelines), Mandatory trainings such as Health & Safety Complaints Handling, Protecting and using

patient information including the Caldicott Principles, Infection Control, Fire Prevention, Lone Worker

Guidelines, Management of Violence and Aggression Safeguarding. Right to work evidences,

Indemnity covers, Fitness to work, Valid DBS clearance prior to placement including annual updates.

Candidates failing to provide evidence/ proof of the above documents will not be considered for

assignments with RMR Recruitment agency.

Appraisals

The Medical Appraisal Guide should be read in conjunction with professional registration guidance, which

sets out generic requirements for medical practice and appraisal. The framework will form the basis of a

standard approach for all appraisals, in which licensed candidates must take part. During their appraisals,

candidates will discuss their practice and performance with their appraiser and use supporting

information to demonstrate that they are continuing to meet the principles and values set out in Good

medical practice.

RMR will be closely checking and maintaining the appraisal details on an annual basis. Candidates are

required to make formal arrangements to be appraised regularly by immediate supervisors. We will

check and record the performance of all newly qualified workers or those workers returning to work

twice in the first three months.

Revalidation- Doctors

Revalidation was first started in December 2012 and is the process by which all licensed doctors are required to demonstrate on a regular basis that they are up to date and fit to practise in their chosen field and able to provide a good level of care. This means that holding a licence to practise is becoming an indicator that the doctor continues to meet the professional standards set by the GMC. Revalidation aims to give extra confidence to patients that their doctor is being regularly checked by their employer and the GMC.

Licensed doctors have to revalidate usually every five years, by having annual appraisal based on GMC’s core guidance for doctors, Good medical practice. During appraisals, doctors will discuss their practice and performance with their appraiser and use supporting information to demonstrate that they are continuing to meet the principles and values set out in GMP. The link between GMC’s core guidance for doctors, GMP, and doctors’ appraisals means that doctors are regularly checked against the professional standards.

For any further information, please read the guidance from http://www.gmc-uk.org/doctors/revalidation.asp

Professional Development- Nurses, Midwives and Health Visitors

Post Registration Education and Practice - P.R.E.P / Continued Professional Development Nurses,

Midwives & Health Visitors - Meeting Prep CPD and Practice Standard When nurses, midwives and

specialist community public health nurses re-register they must have undertaken and recorded at least

five days (35 hours) of learning in the previous three years. This is called the PREP (CPD) standard.

Practitioners can complete their 35 hours of learning in a wide variety of ways; it does not have to cost any

money. Basically, any activity that maintains and develops your professional competence is suitable.

Practitioners must also have completed a minimum 450 hours of practice, in each area of practice, during

the three years prior to renewal of registration. This is the PREP (practice) standard. For more information

about this please read The PREP Handbook available from www.nmc-uk.org

Revalidation- Nurses and Midwives

Revalidation for Nurses and Midwives has been introduced by NMC and is in action since April 2016 to raise awareness of the Code and professional standards expected of nurses and midwives; to provide you with the opportunity to reflect on the role of the Code in your practice as a nurse or midwife and demonstrate that you are ‘living’ these standards; to encourage you to stay up to date in your professional practice by developing new skills and understanding the changing needs of the public and fellow healthcare professionals; to encourage a culture of sharing, reflection and improvement; to encourage you to engage in professional networks and discussions about your practice, and to strengthen public confidence in the nursing and midwifery professions.

Revalidation is the process that allows you to maintain your registration with the NMC which enables you to build on existing renewal requirements. It demonstrates your continued ability to practise safely and effectively and is a continuous process that you will engage with throughout your career. Revalidation is the responsibility of nurses and midwives themselves. You are the owner of your own revalidation process.

Revalidation is not an assessment of a nurse or midwife’s fitness to practise or a new way to raise fitness to practise concerns (any concerns about a nurse or midwife’s practice will continue to be raised through the existing fitness to practise process), or an assessment against the requirements of your current/former employment.

One of the main strengths of revalidation is that it reinforces the Code by asking nurses and midwives to use it as the reference point for all the requirements, including their written reflective accounts and reflective discussion. This should highlight the Code’s central role in the nursing and midwifery professions and encourage nurses and midwives to consider how it applies in their everyday practice. The Code requires you to fulfil all registration requirements.

To achieve this you must: • meet any reasonable requests so we can oversee the registration process • keep to our prescribed hours of practice and carry out continuing professional development activities • keep your knowledge and skills up to date, taking part in appropriate and regular learning and professional development activities that aim to maintain and develop your competence and improve your performance. For any further information, please read the guidance from http://revalidation.nmc.org.uk/

Arriving for work

On arrival at new booking, Induction and Orientation (Practical Fire Safety to the trust must be undertaken before commencing the shift. This is a framework requirement and candidates are required to ensure this program is undertaken and end of placement assessment form is completed from the trust at the end of locum. Please take the opportunity to familiarise yourself with the local

policies and procedures. In particular, please be aware of the following, where relevant:

Crash Call Procedure Hot Spot Mechanisms Violent Episode Policy Procedure for alerting Security staff Policy for Administration & Assistance with Drugs Complaints Handling

Where possible, we encourage Candidates to visit their potential workplace prior to starting work. If you

have any queries regarding correct local procedures, or are uncomfortable carrying out any duties you

have been asked to perform, please raise these issues with your line manager in the first instance.

Completing an Assignment

Notice Period: We must always be informed if your assignment is coming to an end which would enable

us time to organise your next assignment if necessary. As per our terms and conditions of business, all

candidates and clients are asked to give a minimum notice of 1 week and subsequently inform RMR

regarding their end date. This can be otherwise only in exceptional cases with genuine circumstances.

Candidate Performance Report: A candidate’s assessment/ performance report known as end of

placement report completed by the client at the end of every placement is a must and a framework

requirement. Clients are required to supply an honest reference on the candidate and a feedback on the

services they have received from RMR Recruitment.

Candidates’ Feedback: Candidates are requested to give their feedback on the client, their assignment and

RMR Recruitment for their respective services that can be used as advice/ preference for future locums.

Both positive and negative feedback is actively encouraged.

Absenteeism

During situations of emergency, if the candidate is absent from work which is not pre-arranged, RMR

must be informed no later than one hour before your assignment was due to start. A valid reason for

your absence, the action you are intending to take to ensure you return to work as soon as reasonably

practicable and when you would be able to return to work.

In accordance with SSP regulations, failure to submit a Self-Certification Form will result in no payment for

periods of sickness. In the event of that absence exceeding seven continuous days due to sickness or

injury, you must also submit a Medical Certificate. Thereafter, further Certificates must be submitted

covering all absence until you resume work. Failure to follow the above rules may affect any payment

from the Company, including Statutory Sick Pay, being withheld. Where an associate is absent due to

reason of sickness or any other combination of days which clearly reflect an ad-hoc attendance pattern

or where the absence record is cause for concern, the candidate will be asked to attend a formal

disciplinary hearing where the attendance record will be discussed. RMR Recruitment reserves the right

to request a report from your doctor/ specialist, in order to ensure that you are fit to continue or

undertake your job, or to determine your current state of health. Full consultation will take place with

you in this event.

Caring for patients in their own Homes

RMR has certain guidelines relating to the assignments carried out in an individual’s private homes as

there may be few assignments offered that involve working in a patient or a service user’s own home. The

general conduct that would be advised to all candidates would be briefed in the handbook, for detailed

information please refer to HPC or relevant professional bodies guidelines.

General conducts are that as follows:

Clients and their families should at all times be treated with dignity, respect and due consideration to be taken of their religion, culture and any other preferences.

Clients should be addressed using their preferred name Care and support should be offered in the least intrusive manner possible

The independence of clients should be supported and encouraged where possible through appropriate communication about and involvement in their own care. This independence should only be curbed where it is in the client’s best interests and the reasons recorded.

Service User Care Plans - Each patient or service user will have a Care Plan. The candidates must ensure you read this information as it will give you guidelines on what care your patient or service user requires, instructions on how to move your patient or service user (if appropriate), any medication required and any hazards that you need to be aware of within the patient or service user’s home. At the end of each visit ensure that the log sheet in the service user’s care plan is completed.

Please ensure the following detail has been logged on:

Time you arrived and left with your initials The tasks that you performed during that visit Any medication given Any changes in the service user’s condition Information important to colleagues or others involved in the care package regarding any

accidents that have occurred to your service user or yourself. (If any accidents have occurred to your service user or yourself fill in the accident report and the log sheet. Accidents or incidents must be reported to the Registered Manager immediately.)

These records should be written objectively and must state what you have actually done. Never assume

or write records based on your personal thoughts about your patient or service user. These are official

documents, which could be used in a court of law. Ensure they are filled in legibly and accurately with a

black pen. Patients and service users have a right to access their care records.

Attending and leaving a Home Visit

Candidates should announce their identity clearly on arrival and not enter a patient or service user’s

home without invitation. Always ensure that the agency Id badge is always worn visibly and encourage

your patient/ service user to check it on each visit. Always ensure that specific needs (if any) of your

patient/ service user on each visit. You must treat their property and possessions with respect.

After completion of your assignment, if there is another candidate (nurse/ carer) is due to be attending the

patient/ service user’s home, do not leave until the candidate has arrived. Lateness of other candidate’s

arrival can be discussed with your respective Recruitment consultant of RMR. Check if they are

comfortable and have everything they need within easy reach and that potential sources of danger are

not accessible. Please take full care in securing the home when leaving including, where appropriate,

doors and windows and the safeguarding of keys.

Carrying out Assignments

Medication should be stored in a safe place, known and accessible to the patient or service user, or to

relatives and other carers where appropriate. You should not make use of a patient or service user’s

property (including, for example, their telephone) without their express permission. You should report any

accident or emergency situations as soon as possible to the relevant authorities and to the RMR

Recruitment office. All visits, incidents, observations, care and, where relevant, financial transactions

should be logged on records kept securely in the patient or service user’s home.

Records are kept for one month, or until the assignment is over whichever is the longer and are made

available to the service user, their relatives and representatives. If you are unable to attend any specific

appointment please notify RMR, your client and line manager.

RMR – POLICIES AND PROCEDURES

Rehabilitation of Offenders Act:

Fitness to Practice due to the nature of the work, Proceedings by a Licensing / Regulatory Body

& Relating to Criminal Investigations in the UK or Overseas. Statement of criminal convictions

& Police Check Clearance is a must and requirement. Rehabilitation of Offenders Act 1974 By

virtue of the Rehabilitation Act 1974 (Exemptions) (Amendments) Order 1986, the provisions

of section 4.2 of the Rehabilitation of Offenders Act 1974 do not apply to any employment

which is concerned with the provision of health services and which is of such a kind as to enable

the holder to have access to persons in receipt of such services in the course of his/her normal

duties. Applicants are therefore not entitled to withhold any information about convictions,

which for other purposes are, the ‘spent’ under provision of the Act, and in the event of

employment, and failure to disclose such convictions could result in disciplinary action including

dismissal being taken by the Health Authority.

You are therefore required to declare all criminal convictions of cautions. Any information given

will be completely confidential and will be considered only in relation to an application for

positions to which the order applies and will not debar from appointment unless the selection

panel considers that it renders you unsuitable for employment your answer the question

should include any ‘spent’ convictions.

However, there are some exceptions. Anyone applying for a position that involves working with children or vulnerable adults are required to reveal all convictions, both spent and unspent.

Requirements of DBS disclosure and its levels will be considered according to the posts. Where possible, RMR Recruitment will consider the nature of any conviction and its relevance to the job in question. RMR will take a balanced view during the Recruitment process whilst at the same time maintaining awareness of its obligations to protect the general public, clients and service users. RMR Recruitment will comply with the Data Protection Act when accessing criminal records information you are required to bring to the immediate notice of RMR, if you receive any warnings, cautions or convictions at any time.

Equal Opportunities and Discrimination Policy

RMR Recruitment is committed to equal opportunities and none of the candidates are discriminated

against with regards to race, disability, age, colour, religion, national or ethnic, religious belief, political

opinion or affiliation, gender, marital status, sexual orientation or gender reassignment. Acts of

harassment or discrimination on the grounds of all the above are disciplinary offences.

We will apply employment policies that are fair, equitable and consistent with the skills and abilities of our employees and the needs of the business. We look to your support in implementing these policies to ensure that all employees, clients and customers are accorded equal opportunity for

services provided, Recruitment, training and promotion and, in all jobs of like work, on equal terms and conditions of employment. We will not condone any discriminatory act or attitude in the conduct of our business with the public or our employees.

Statement of Policy:

The aim of the policy is to ensure no job applicant, employee or worker is discriminated against either

directly or indirectly on the grounds of race, colour, ethnic or national origin, religious belief, political

opinion or affiliation, gender, marital status, sexual orientation, gender reassignment, age or disability.

The policy will be communicated to all private contractors reminding them of their responsibilities

towards the equality of opportunity. The policy will be implemented in accordance with the appropriate

statutory requirements and full account will be taken of all available guidance and in particular any

relevant Codes of Practice. A neutral work environment will be maintained where no employee or agency

worker feels under threat or intimidated. We recognise that discrimination is unacceptable and although

equality of opportunity has been a long standing feature of our employment practices and procedure,

we have made the decision to adopt a formal equal opportunities policy. Breaches of the policy will lead

to disciplinary proceedings and, if appropriate, disciplinary action.

Confidentiality, Data Protection and Information Governance

It is of vital importance that you understand the principles concerning confidentiality and the use of

patient information. Information Governance is the way the NHS handles information, in particular the

personal and sensitive information about patients and employees. It provides a framework to bring

together all the requirements, standards and best practice that apply to the handling of personal

information.

All the agency workers are expected to observe the highest standard of confidentiality, protecting all

confidential information concerning patients, service users and clients obtained in the course of their

work. Any information obtained by you during the course of your duties is confidential and should not

be disclosed to any third party if it is not legitimately in connection with their treatment or any other

official investigation. Sharing information about one patient to another in the trust or elsewhere is a

serious breach of confidentiality.

Patients/ clients information should only normally be shared with their consent; the agency workers must

ensure patients/ clients understand that their information may be shared with various candidates of the

team providing care. It is a patients/ clients decision that information should be shared with their families

or others.

Where a patient/ client is considered incapable of giving consent, please consult relevant colleagues.

Where a patient/ client have withheld consent, disclosures of information may only be made if:

They can be justified in the public interest (normally where the disclosure is essential to protect the patient/ client or someone else from risk of significant harm)

They are required by law or court order.

You should act in accordance with local and national polices if there is an issue of child protection.

The Data Protection Act reinforces common sense rules of information handling and is there to ensure that

any information is managed and held in a sensible way.

The Data Protection Act applies to anyone who handles or who has access to information about

individuals Two Main types of Data Personal Data - Anything that relates to a living, identifiable

individual; Factual Information; Expression of Opinion, Indication of Intent.

Sensitive Personnel Data Ethnic Origin Political Opinions Religious or other beliefs Trade Union Membership Physical or mental health Sexual Life Offences Criminal proceedings or sentencing

The following explains clearly what legislation is in place:

(1) The Data Protection Act 1998The Freedom of Information Act 2000 and Freedom of Information

(Scotland) Act 2002 (2) The Human Fertilisation and Embryology Act 1990 (3) The National Health Service

Venereal Disease Regulation (SI 1974 No.29) (4) The Mental Capacity Act (2005) (5) The Computer Misuse

Act 1990 (6) Guidance on Health Act (S31 Partnership Arrangements) 1999.

All the agency workers should adhere to the requirements of the Data Protection Act 1998. In brief,

anyone processing personal data must comply with the seven enforceable principles of good practice

– data must be:

Fairly and lawfully processed Processed for limited purposes Adequate, relevant and not excessive Accurate Not kept for longer than necessary Processed in accordance with the data subject’s rights Secure Not transferred to countries without adequate protection

For further information, please read through www.dataprotection.gov.uk from which the above

guideline is reproduced.

Information Governance is the way the NHS handles information, in particular the personal and sensitive

information about patients and employees. It provides a framework to bring together all the

requirements, standards and best practice that apply to the handling of personal information. The

Department of Health has developed a model for managing information using the acronym HORUS.

Information should be:

Held securely and confidentially Obtained fairly and efficiently Recorded accurately and reliably Used effectively and ethically Shared appropriately and lawfully

The Freedom of Information Act (2000) is a law giving people the general right to see recorded

information held by public authorities. The Act gives people a better understanding of how public

authorities carry out their duties, make decisions and spend public money.

Record Keeping

RMR holds personnel file and computer records for all the candidates registered with it. It certainly

contains data relating to you and concerning a wide variety of matters. These include matters such as

your contact details, application, references, bank details, and other personal details. It may include

some sensitive data concerning your health and ethnic origin. It is held with your written approval for the

purpose of Staff administration, Administration of payroll and associate benefits, Internal accounts and

records, marketing and business transactions, the provision of management information for business

purposes such as marketing activities and corporate and staff planning, to ensure fair treatment and

permit us to comply with its legal responsibilities.

The agency may collect from you certain details relating to another individual (Case of emergency). In

such cases, it is your responsibility to ensure that you have informed any such individual of the use of his/

her data by RMR for the applicable purpose. It may, in certain circumstances be necessary to disclose

your personal data to RMR agency, client and any legal body who are required to be informed. In all cases,

third parties to whom your personal data is disclosed for processing on behalf of RMR Recruitment will

be contractually obliged to use the data only for the relevant purpose specified above and not to forward

the data to other parties without your consent.

Good records are essential to safe and effective patient care and should be:

Clear, legible and indelible Factual and accurate Written as soon as possible – at end of the event Signed and dated with time (where required)

Records should be written with the involvement of the patient, client or their carer where possible. They should be written in simple formal terms the patient/ client can understand. Always be consecutive. Identify problems that have arisen and action taken to rectify them. Show care planned, decisions made, care delivered and information shared. Please be aware that the full records are essential, should any questions be raised about the care and standards of care delivered. For further detailed information, please read the relevant professional bodies guidelines.

Application of Computers and Telecommunications

The agency workers must make sure that he/ she is aware of and adheres to, any client specific guidelines

related to Information Technology and the use of computer hardware and software. Some assignments

may require you to use client IT systems. Please ensure that usage of any computer equipment for work

related purposes must not be performed unless directed by an authorised member of staff.

Quality Assurance of information relates to the quality information on our systems. Data is regarded as

being of high quality if it is accurate and up to date, complete and comprehensive. Poor quality

information impacts directly upon every use made of that information.

Information security is the protection of information from a wide range of threats in order to ensure

continuity and minimise risk. Requirements & risks includes IT security dictates: Rapid detection, isolation

and removal of a threat; Malicious software: Do not download information unless certified by IT

department; Password management: keep it secure and change periodically with advised upper lover

case; Secure transfer of information: Do not transfer or remove (stick/disc) with unencrypted

data/permission.

Password Management: Keep passwords secure and change periodically. Avoid using passwords that are

easy to work out. The most common words used on passwords are either a person’s pet name or their

child’s name. Consider the strength of your password.

Health and Safety

Under section 7 of the Health and Safety at Work Act 1974, all the candidates are to take reasonable care for their own health and safety and that of others who may be affected by their actions or omissions at work.

Agency workers must use all work items provided for them correctly; in accordance with their training and the instructions they received to use them safely. Regulation 14 of the Management of Health and Safety at Work Regulations 1999, states that, “Every employee shall use any machinery, equipment, dangerous substance, transport equipment, means of production or safety devices provided by his employer in accordance both with any training in the use of the equipment concerned which they have received, and the instructions respecting that use which have been provided by the employer in compliance with the requirements and prohibitions imposed upon that employer by or under the relevant statutory provisions. Every employee shall inform his employer or any other employee of that employer with specific responsibility for health and safety of his fellow employee: – Of any work situation which they consider represents a serious and immediate danger to health and safety – Of any matter which they consider represents a shortcoming in the employer’s protection arrangements for health and safety.”

We will let you know about any specific hazards relating to your place of work that we have been notified

about. If during the course of your work you identify a risk to the health, safety and welfare of your own personal safety, and/ or that of your colleagues, patients or service users, you have a duty to report this to your respective RMR Recruitment consultant.

C.O.S.H.H (Control of Substances Hazardous to Health)

Control of Substances Hazardous to Health Regulations 2002: COSHH requires employers to control exposures to hazardous substances to protect both employees and others who may be exposed from work activities. All associates must adhere to the client’s COSHH requirements, at their workplace. Please refer to your Health & Safety training guidelines for more information about C.O.S.H.H that would be relevant for the role you play.

RIDDOR (Reporting of Injuries, Diseases and Dangerous Occurrences)

The Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 (RIDDOR) places a legal requirement on employers, self-employed people and people in control of premises to report work-related deaths, major injuries, injuries that result in more than three days off work, work related diseases and dangerous occurrences(near miss accidents)to the HSE. All accidents involving staff or

patients and service users must be reported your immediate supervisor/ line manager. Please refer to your Health & Safety training guidelines for more information about RIDDOR and the role you play.

Safe handling of money & other valuables

Please familiarise yourself with any client specific policies on the safekeeping of patient & service user

valuables and money. If you are asked to handle money or other valuables, please seek guidance from your line manager.

Fire and other Emergencies

Clients have their own evacuation procedures in order to prevent injury to persons. Trusts maintain

services for patients during disasters. Facilities shall develop and be prepared to implement an

emergency preparedness plan that will assess, prepare for, respond to, mitigate and recover from

disasters. It is important that all the candidates make themselves aware of procedures that would enable

them to put in use during the time of emergencies.

Goals of Emergency Preparedness are as follows:

Prevention of loss of life.

Prevention or mitigation of trauma to patients and other occupants.

Maintenance of hospital services to the greatest extent possible, given the severity of the disaster.

Prevention or minimization of property loss.

Planning should focus on local emergency situations, such as severe weather topics, hazards related to close proximity of industrial or transportation complexes (HAZMAT release incidents), or earthquake possibilities due to local seismic activity. Planning for these events should include the capacity of the Hospitals to provide services during such an emergency. It is the smoke from the fire that kills. If you see, or suspect a fire, act immediately. Never try to tackle a fire yourself - call the emergency services immediately.

There are different classes of fire.

Class A: These are fires that involve some solid material like clothes, paper, junk-heap, wood etc.

Class B: These are fire that involves liquid materials like petrol, gasoline, diesel, oil etc.

Class C: These are fires that involve electrical elements Class D: These are fires that involves metals

It is important to know about the classes of fires because fire-extinguishers are classified and marked

based on the type of fire on which they would be effective. In case of fire, you would first be required to

know its class, so that you can use the right extinguishers.

If wrong extinguishers are used, the result could be fatal also in some cases. In best case situation, there

would be no injury, but precious time is still lost in performing activity which is useless.

The early warning of a fire can be lifesaving particularly in the home at night or in the workplace. By installing fire alarms or smoke detectors you are providing more time for orderly evacuation and the opportunity to deal with the fire before it becomes too large.

The first step in developing an emergency plan is to conduct an analysis of potential local hazards that

could create a need to activate the plan. Sometimes referred to as a hazard vulnerability assessment,

the following items should be considered when developing a list of possible hazards:

Natural Disasters, such as: High Wind Events (Tornados), Severe Thunderstorms, Snow or Ice Storms,

Earthquakes, Wildfires, Landslides, Volcanoes, Tsunamis, etc.

Human Events, such as: Internal Building Fire, Mass Casualty Incident, External HAZMAT Exposure,

Biological or Chemical Terrorism, Hostage Situation, Labour Action, Internal Flood, Internal HAZMAT

Exposure, Bomb Threat, etc. (This would be where a facility would include a fire plan).

Technological Events, such as: Communications Failure, Electrical Failure, Generator Failure, Water

Failure, Fire Alarm Failure, Med Gas Failure, etc. It is recommended that facility employees responsible

for emergency planning and hazard vulnerability assessment contact their local (city or county)

emergency manager for information on local hazards.

Smoking

Smoking on duty is strictly forbidden. Candidates are not permitted to smoke expect in places where

it is expressly permitted. Please remember that if you smoke the smell remains on your clothing which

many people find offensive.

Waste Disposal

Agency workers must all have a responsibility to comply with local waste disposal procedures. These include the requirement to dispose of waste materials safely and correctly. Under the Environmental Protection Act 1990 it is unlawful to deposit, recover or dispose of controlled (including clinical) waste without a waste management licence, contrary to the conditions of a licence or the terms of an exemption, or in a way which causes pollution of the environment or harm to human health. Contravention of waste controls is a criminal offence. Section 34 of the act, places people concerned with controlled (including clinical) waste under a duty of care to ensure that the waste is managed properly, recovered or disposed of safely and is only transferred to someone who is authorised to keep it. Householders are exempt for their own household waste. Hazardous healthcare waste is subject to the requirements of the Hazardous Waste Regulations 2005

If patients are treated in their home by a community nurse or a member of the NHS profession, any waste produced as a result is considered to be the healthcare professional’s waste. If the waste is non- hazardous, and as long as it is appropriately bagged and sealed, it is acceptable for the waste to be disposed of with household waste. This is usually the case with sanitary towels, nappies and incontinence pads (known collectively as sanpro waste) which are not considered to be hazardous when they originate from a healthy population. If the waste is classified as hazardous, the healthcare professional can remove that waste and transport it in approved containers (i.e. rigid, leak proof, sealed, secured etc.) and take it back to the trust base for appropriate disposal.

If patients treat themselves in their own home, any waste produced as a result is considered to be their own. Only where a particular risk has been identified (based on medical diagnosis) does such waste need to be treated as hazardous clinical waste. Local authorities have a duty to collect household waste including healthcare waste from domestic properties. Under the controlled waste regulations, the authority may charge for the collection of specific waste streams, including clinical waste.

Where hypodermic needles are produced in the home, on no account should soft drink cans, plastic bottles or similar containers be used for the disposal of needles, since these could present serious hazards to staff if they were disposed of in domestic waste. Sharps bins can be obtained on prescription (FP10 prescription form) and can be returned to your doctor for disposal when full. The duty on local authorities to collect and dispose of clinical waste generated by households also applies to sharps waste and again the local authority may make a charge to cover the cost of collection.

In the case of pharmaceuticals (medicines etc.), the recommended means of disposal is to return them to a pharmacist. If this is not possible, again local authorities are obliged to collect the waste separately when asked to do so by the waste holder, but may make a charge to cover the cost of collection. Human hygiene or sanpro waste can sometimes be produced in large quantities in places such as schools, nurseries and motorway service areas. Although such wastes from these sources may be non- hazardous, in quantity they can be offensive and cause handling problems. In these cases, where the premises generate more than one standard bag or container of human hygiene waste over the usual collection interval, it is considered appropriate to package it separately from other waste streams.

Equal Opportunities and Discrimination Policy

RMR Recruitment is committed to equal opportunities and none of the candidates are discriminated

against with regards to race, disability, age, colour, religion, national or ethnic, religious belief, political

opinion or affiliation, gender, marital status, sexual orientation or gender reassignment. Acts of

harassment or discrimination on the grounds of all the above are disciplinary offences.

We will apply employment policies that are fair, equitable and consistent with the skills and abilities

of our employees and the needs of the business. We look to your support in implementing these

policies to ensure that all employees, clients and customers are accorded equal opportunity for

services provided, Recruitment, training and promotion and, in all jobs of like work, on equal terms

and conditions of employment. We will not condone any discriminatory act or attitude in the conduct

of our business with the public or our employees.

Agency Workers Regulations

The Agency Workers Regulations (AWR) give temporary agency workers equal treatment, with regards to pay and certain working conditions. The worker must complete 12 weeks of service which must be with the same client, in the same role, in order to qualify- “the Qualifying Period”. All assignments undertaken from October 1st 2011, you are entitled to information on relevant vacancies at the client where you are working so ask your consultant how to access this. Also if the client organisation where you work offers employees collective amenities and facilities (such as canteen, childcare facilities, etc.) you get the same access to some of these (unless there is a good reason why you should not). Again, your consultant will let you know how to find out about what is available. When you start working at a client, this will count towards your 12 week Qualifying Period. The 12 week Qualifying Period is not necessarily a continuous period of 12 weeks. There are certain breaks that pause, stop or re-set the clock so it very much depends on your job roles and working patterns. Agency workers who reach their Qualifying Period will be entitled to the same basic pay and certain working conditions as if you had been directly recruited by the client to do that same role. Your consultant will be able to advise you on this with more detail based specifically around your job role(s) and conditions. We will need to ask you some questions when you are being booked into a job about any recent assignments or shifts you have worked at the same client. This is because we need to keep a track of your 12 week Qualifying Period so it’s really important that you answer the questions accurately.

Pregnant and New Mother – Agency Workers

There are some additional provisions in the Regulations around pregnancy and childbirth. Please let

your respective RMR Recruitment consultant know if you are pregnant or have recently given birth so

we can ensure you have the information relevant to you.

Consent

Patient/ clients are assumed to be legally competent unless otherwise assessed by a suitably qualified practitioner. In accordance with relevant professional bodies, agency workers must obtain the consent of a patient before giving any treatment or care.

Consent must be given by a legally competent person, given voluntarily and informed. The exception to this rule is in the case of an emergency where treatment is necessary to preserve life and the patient/ client is unable to give consent. In all cases, you must be able to demonstrate you are acting in the patient’s best interests.

In cases where patient/ client is no longer legally competent, decisions should be based on previous consent/ non consent in a similar situation (providing there is no reason to believe they have changed their mind) or their wishes. Otherwise, treatment should be in their best interests. In the case of children (those aged under 16 in England and Wales), the involvement of those with parental responsibility is usually necessary- candidates must be aware of legislation and protocol. It is not usually acceptable to seek consent for a procedure, that you will not be performing yourself unless you have been specifically trained for that area of practice. All discussions and decisions relating to consent should be documented in the patient’s/ client’s records. Where consent is withheld, you should follow the policy in force at your assignment location.

Safeguarding Children and Young people

The main objective is to protect children and young people from harm, all health staff must have the competences to recognise child maltreatment and to take effective action as appropriate to their role.

Roles and Competencies for Health Care Staff has been on behalf of a number of contributing organisations to clarify the competencies required by all health staff to safeguard children and supersedes the 2006 version.

Candidates must clearly understand their responsibilities, and should be supported by their employing organisation to fulfil their duties. Following every serious case of child abuse or neglect there is considerable consternation that greater progress has not been made to prevent such occurrences. Reviews and enquiries across the UK, over the last three decades, often identify the same issues – among them, poor communication and information sharing between professionals and agencies, inadequate training and support for staff and a failure to listen to children.

All staff who come into contact with children and young people have a responsibility to safeguard and promote their welfare and should know what to do if they have any concerns about child protection. This responsibility also applies to staff working primarily with adults who have dependent children that may be at risk because of their parent/carer’s health or behaviour. To fulfill these responsibilities, all health staff should have access to appropriate safeguarding training, learning opportunities, and support to facilitate their understanding of the clinical aspects of child welfare and information sharing.

Six levels of staffing have been identified; level one applies to all non-clinical staff working in health care settings and therefore applies to any associates working through RMR. Level two is the minimum level required for clinical staff who have some degree of contact with children and young people and/or parents/carers. Level three is for clinical staff working with children, young people and/or their parents/carers and who could potentially contribute to assessing, planning, intervening and evaluating the needs of a child or young person. Levels 4 to 6 are related to specific roles rather than staff categories.

Candidate as a minimum must understand what constitutes child abuse. Candidates must Know about the range of physical, emotional, neglect and sexual abuse, be able to recognise the signs of child abuse, know what to do when you are concerned that a child is being abused, be able to seek advice and report concerns, ensuring that they are listened to, know about local policies/procedures, understand the importance of sharing information, how it can help and the dangers of not sharing information. Agency worker must know what to do if they experience barriers to referring a child/family as part of your induction to RMR, your mandatory training will include a Safeguarding Children Level 2 module which will cover these areas and subsequent refresher training will also be provided. ‘The child’s welfare is paramount and should be safeguarded and promoted by all staff’. It is the policy of RMR; to ensure all children are treated a individuals and protect their right to be treated as individuals, to ensure each child encountered in the course of providing services is protected from all types of abuse and neglect, to ensure that RMR does everything possible to prevent, report and tackle abuse wherever it is encountered and to comply with the Department of Health Guidance on multi-agency policies Safeguarding Children and Young People.

If you feel unsure of any of the above, please speak to our compliance division who can provide some additional training for you.

Safeguarding of Vulnerable Adult

Safety of Vulnerable adults is supreme at all times and RMR Recruitment is committed to safeguarding vulnerable adult. Associates are expected to report any concern about of the abuse of a vulnerable adult immediately to their respective line manager. Candidates must objectively record the nature of their concern dated and timed with the name of the person to whom it was reported. Agency workers must also co-operate fully with any official investigation. You are required to maintain strict confidentiality and share information on a need to know basis initially only with the assignment manager and then with the authorised investigators. Candidates must comply fully with the policies and procedures of the customer organisation. Any action or behaviour by an agency worker, which is believed to be a criminal offence, will be reported to the police.

Recognising signs of Abuse or Neglect

Abuse or neglect are forms of maltreatment. Someone may abuse or neglect by inflicting harm or by

failing to prevent harm. People may be abused in a family or in an institutional or community setting,

by those known to them or by a stranger. They may be abused by an adult or adults, or another child

or children. These can have major long-term effects on all aspects of one’s health, development and

wellbeing.

The main forms of maltreatment are as follows:

Physical Abuse:

Slapping, pushing, kicking, rough handling, twisting of limbs/ extremities, misuse of medication or

inappropriate sanctions or restraint.

Sexual Abuse:

Rape and sexual assault or sexual acts to which the vulnerable adult has not consented, could not

consent or was pressured into consenting. Non-contact abuse such as voyeurism involvement in

pornography.

Psychological/ Emotional Abuse:

Verbal assault or intimidation, emotional abuse, deprivation of contact verbal abuse, threats of harm

or abandonment, humiliation or blaming, overriding of consent, choices or wishes, felling worthless,

frightened or unloved.

NB: Psychological/ emotional abuse will usually occur in conjunction with other forms of abuse.

Financial Abuse:

Theft, fraud, exploitation and pressure in connections with wills, property, possessions or benefits.

Neglect and acts of omission:

Ignoring medical or physical care needs, failure to provide access to appropriate heath, social care or

education services, the withholding of the necessities of life, such as medication, adequate nutrition

and heating.

Discriminatory Abuse

This abuse is usually motivated by discriminatory and oppressive attitudes towards race gender,

culture background, religion physical and/ or sensory impairment, sexual orientation and age.

Institution abuse, neglect and poor practice

This may take the form of isolated incidents of poor or unsatisfactory professional practice at one end

of the spectrum, through to persuasive ill treatment or gross misconduct.

Self-Neglect

This has been recognised within the Care Act 2014 as part of the safeguarding framework.

The person may appear dirty, or be inappropriately dressed for the time of year at each new client,

please familiarise yourself with the any policies and procedures related to abuse and be aware of the

signs that may indicate abuse or neglect.

If you suspect any form of abuse or neglect is taking place, report it to the operations director of RMR

immediately.

Allegations of Abuse or Neglect

If RMR Recruitment agency receives any allegations of abuse of abuse by or neglect against candidates

working through us, it will be taken seriously and investigated thoroughly.

There would be situations where we may not be able to offer you work whilst the allegation is being

investigated. Ultimately, if allegations are well founded, we may not be able to offer you work in future

and it may result in a referral being made to ISA (Independent Safeguarding Authority).

Alcohol and Substance Misuse

RMR Recruitment has zero tolerance on alcohol and substance misuse and the company is entitled to terminate your employment if you are found to be consuming or distributing narcotics or alcoholic beverages on client’s premises. This also extends to arriving at client’s premises under the influence of alcohol or drugs. If you feel that you are suffering from a drug or alcohol problem we can refer you to our Occupational Health Company who can help you seek advice and support.

Needle stick & Sharps Injuries Definitions

Needle stick injuries occur when candidates jab themselves or a colleague with a needle, or other sharp medical device, which is contaminated with potentially infected blood or bodily fluid. A sharps injury is defined as an injury where a needle or other sharp object contaminated with blood or other body fluid penetrates the skin. This also includes human bites and scratches that break the skin. Needle stick and sharps injuries can have devastating effects on the members of staff concerned. It is really important that you protect yourself and your colleagues as much as possible. Advisory Ways of Preventing Sharps and Needle stick Injuries Before use are as follows:

• Identify how exposure could be eliminated • Allow consideration of possible alternative systems • Eliminate the unnecessary use of sharps • Wear the correct gloves for all activities Useful information that have been assessed as carrying a risk, including sharp or contaminated instruments • Always seek assistance when dealing with any patient whose condition or mental state may increase the risk of a sharps injury occurring during use:- Sharps must not be passed directly from hand to hand • All sharps handling should be kept to a minimum • Do not recap, bend, break or disassemble needles before use or disposal • Staff must take responsibility for the safe disposal of all items • If you are unsure of safe disposal, ask someone who knows, no sharps items should be disposed of with normal domestic waste Reporting of an Incident All sharps and needle stick injuries are RIDDOR reportable, you must be inform to the respective authorised personnel.

Whistle Blowing

RMR Recruitment operates a “Whistle Blowing Policy” which encourages a culture of openness within

our organisation and aims to prevent malpractice. With the introduction of the Public Interest

Disclosure Act 1998, all the agency workers now have legal protection from any form of retribution,

victimization or detriment as a result of publicly disclosing certain serious allegations of malpractice.

The policy will apply in cases where a candidate genuinely and in good faith believes that one of the

following sets of circumstances is occurring, has occurred or may occur within their line of duty; (a) A

criminal offence has been committed, is being committed or is likely to committed. (b) A person has

failed, is failing or likely to fail to comply with any legal obligation to which he or she is the subject. (c)

A miscarriage of justice has occurred, is occurring or is likely to occur. (d) The health and safety of any

individual has been, is being or is likely to be endangered. (e) The environment has been, is being or

is likely to be endangered. (f) Information tending to show any other matter falling within any one of

the preceding paragraphs has been, is being or is likely to deliberately concealed.

Under the Public Interest Disclosure Act 1998, associates who speak out, in good faith, against

corruption and malpractice at work have statutory protection against victimisation and dismissal.

Whistle blowing is the disclosure of confidential information that relates to danger, fraud or other

illegal or unethical conduct connected with work including abuse or neglect of patients or service

users.

The aims of whistle blowing are as follows:

To protect the public To ensure the safety and protection of patients & service users To provide avenues for associates to raise concerns To receive feedback on any action taken. To inform associates how to take matters further if they are dissatisfied with the

response to such action To reassure associates that they will be protected from reprisals or victimisation for

whistle blowing in good faith

Common type of fraud within the NHS include professionals claiming money for shifts not worked

(commonly known as ‘timesheet fraud’), patients falsely claiming exemption from optical, dental or

pharmaceutical charges (‘patient fraud’) and staff working in unauthorised jobs while on sick leave..

RMR encourages an open culture, which recognises the potential of our candidates to make a valuable

contribution to protecting public interest.

Please visit http://www.nhscounterfraud.nhs.uk for more information.

Complaints Handling Procedures

Procedures cover complaints made under the Freedom of Information Act 2000. Any such complaints about the provision of services are firmly encouraged to be raised in the first instance through to the supplier. RMR ensures that attempts are made to resolve the issue between both the parties using the processes laid out in the framework agreement Terms and Conditions of contract, Clauses 11 (Complaints Procedure) and 12 (Dispute Resolution Procedure and Mediation).

NHS body or any other authority can also report instances of malpractice by the agency worker directly through to GMC/ NMC respectively who are the UK professional regulatory body responsible for protecting the public. They set and maintain the standards of professional training, and the performance/ conduct of the medical locums they regulate.

Professionals covered under medical locum agreement, NHS body or other participating authority can also report instances of malpractice by an individual agency worker directly through to the HPC who are the regulatory body responsible for protecting the public through set and maintained standards of professional training and the performance/ conduct of clinicians they regulate.

RMR should be notified immediately as and when there is a serious breach of compliance by the agency worker. Any evidenced malpractice by the agency worker, the agency will have its procedures and responsibilities in place for reporting, monitoring and following up complaints with the relevant

professional and regulatory body until an outcome is reached. Discussions with the authority whether an Alert Notice needs to be issued and co-operations with any action required is looked on.

All complaints of both regular and serious nature which involves Agency Workers will be dealt by the operations director of RMR. Each agency worker supplied by the Agency will be promptly and fully be informed of complaints relating to him or her. The operations director will obtain written statements of the complaint from the complainant and the individual whom the complaint is concerning. If necessary, candidates and clients will be interviewed to obtain further information and details. In certain circumstances it may be necessary to report the individual worker concerned to the GMC/NMC. It may also be necessary to report the individual worker to the police, or to advise the client to report him/her to the police. Corrective action required to resolve the complaint should be agreed between the complainant and the individual to whom the complaint is concerning. Where there is evidence of malpractice on behalf of the agency worker, the Agency will report these complaints to the GMC/NMC within 24 hours of receipt of the complaint and will monitor and follow up such complaints with the GMC/NMC until an outcome is obtained.

Situations when agency receive poor report of performance about an agency worker in a confidential reference written by the Authority, the agency worker will not assigned to work to the authority until a written confirmation of problem been resolved is received.

A Complaints file is of the agency workers are maintained keeping in mind The Data Protection Act 1998 requires us to advise you that we will be processing your personal data. Processing includes: holding, obtaining, recording, using, sharing and deleting information. The Data Protection Act 1998 defines ‘sensitive personal data’ as racial or ethnic origin, political opinions, religious or other beliefs, trade union membership, physical or mental health, sexual life, criminal offences, criminal convictions, criminal proceedings, disposal or sentence. The main causes of complaints are:

• A lack of information • Withholding information • “Not my patient” • constantly being referred to someone else for advice/resolution • Lack of explanations of procedures • Lack of fundamental care • Questioning judgement/ability/decisions of staff

Dealing with a Complaint

Candidates must attempt to resolve issues local to the event. An effective and efficient initial response to a complaint will often be all that is required for a local resolution. You should immediately acknowledge the complaint verbally. Not all complaints will be resolved locally and it may need to be escalated upwards if local resolution is not achieved. Give the complainant privacy and show that you have the time to listen. Always try and identify the cause of concern and what the complainant wants. This will depend on your role in the organisation. Candidates must inform the operations manager of RMR Recruitment at the earliest opportunity, even if the complaint has been resolved locally.

There are certain Dos and Don’ts that are advised while dealing with a complaint.

Dos are as follows:

Always remain calm and actively listen Isolate the situation Be aware of non- verbal Enforce limits Be consistent Managers are to be always reported about the complaint regardless of any level of complaint

Don’ts are as follows:

Make false promises Over Reaction Get in to power struggle Be threatening Use Jargon as it can confuse or frustrate

Making a Complaint

Making a Complaint If you have a complaint about the way you have been treated on assignment or by RMR staff, please direct this in the first instance to RMR line manager. If for any reason you are still unsatisfied with the outcome, please call on 01277 285 888 and speak to our Operations director. The complete details are as follows:

Address:

RMR Recruitment, Jubilee House 3 The Drive Great Warley Brentwood CM13 3FR

Contact Details:

Tel: 01277 285 888 Fax: 01277 725 001 E-Mail: enquiries@rmrrecruitment.co.uk