Staff Handbook MSL Healthcare: Policies and Procedures for ...€¦ · The full MSL Healthcare uniform consists of: White MSL Healthcare tunic: clean and ironed at all times Smart

A: MSL Healthcare, 4TH floor, 9 New Street, London, EC2M 4TP MSL_version 2018/11 T: 0333 733 2020 E: [email protected] W: www.mslhealthcare.co.uk

Staff Handbook

MSL Healthcare: Policies and Procedures for workers

1. CODE OF CONDUCT

2. STAFF UNIFORM/ DRESS CODE

3. RECORD KEEPING/ DOCUMENTATION

4. MEDICATION ADMINISTRATION GUIDELINE

5. TIME KEEPING

6. ATTENDANCE/ CANCELLATIONS

7. TIMESHEETS

8. PERFORMANCE APPRAISALS

9. TRAINING REQUIREMENTS

10. CONFIDENTIALITY

11. ABUSE HANDLING and SAFEGUARDING CHILDREN AND YOUNG PEOPLE

12. FRAUD AWARENESS

13. EQUAL OPPORTUNITY

14. GROSS MISCONDUCT

15. COMPLAINTS HANDLING

16. DATA PROTECTION & AUDITING


1. CODE OF CONDUCT

Workers undertaking activities with clients are required to be bound by the following Code of

Conduct as a condition of undertaking assignments with MSL Healthcare:

1.1 Workers must abide by all Policies, Procedures and Codes of Practice laid down by MSL Healthcare

1.2 Workers must act with honesty, integrity and with respect for client’s property

1.3 Workers are expected to carry out their duties so as to promote and safeguard the clients/patient’s health, well-being and interests. This must include informing their immediate Supervisor or Charge Nurse of any perceived or suspected deterioration in a client’s physical, social or mental condition or behaviour

1.4 Workers must at all times respect and safeguard the privacy of clients and patients. Confidential information must not be disclosed to any third party without written consent of the client or appointed advocate unless it is considered to be in the best interests of the client’s health and well-being, or is required for compliance to the law. In these latter cases, matters must always be referred directly to MSL Healthcare management.

1.5 Workers must not be involved in any action that may prejudice the service or damage the reputation of MSL Healthcare.

1.6 Workers must at all times respect the dignity and independence of clients and patients and

of the rights of the patient to take risks and to make informed choices regarding his/ her

care and welfare.

1.7 Workers must not discriminate on the grounds of age, race or ethnic origin, creed, colour,

religion, political affiliation, disability or impairments, marital status, parenthood, sexual

gender or sexual orientation. The values, customs and religious/spiritual beliefs of each

patient must be respected

1.8 Workers must act professionally at all times. This will apply not only to relationships with peer members and other colleagues within MSL Healthcare, but also with other health and social care professionals with whom they may come into contact as part of their duties

1.9 Workers must act professionally with respect to the relationship with the patient. It is

recognised that close relationships can develop between workers and patients but workers should remain mindful of the need to preserve the professional nature of the relationship

1.10 Workers have a duty to ensure that each client is aware of MSL Healthcare complaints procedure and how to use it. Any worker who receives a complaint from a client must notify the complaints handling department at MSL Healthcare


1.11 Workers who are not qualified nurses, whatever their other qualifications may be, MUST NOT UNDERTAKE TASKS REQUIRED TO BE FULFILLED BY A REGISTERED NURSE, or any other task outside of the remit of the Job Description of agreed Care Service Plan for a patient.

1.12 Non-qualified staff must NOT administer medication. If the client is receiving prescription

medication the Worker should become familiar with the dosage quantities and the times

when medication should be taken, but The Worker’s involvement must be limited to

ensuring that the medication is taken as prescribed. Where medication is not taken, either

deliberately or an oversight, The Worker must record this in the daily notes. If the patient

develops a pattern of not taking medication, the matter should be reported to a MSL

Healthcare manager for appropriate action.

1.13 The Worker must not directly accept keys to a client’s home.

1.14 The Worker must only accept money from a client for shopping etc. in accordance with

Policy. Workers should not take client’s money for an extended period of time, though small

amounts (up to £10) may be taken home overnight if it is intended to shop for the client the following

day. In ALL such cases receipts for such monies MUST be given to the client.

1.15 The Worker must not borrow money from a client, or become involved in lending money to a client. Similarly, The Worker must not take any responsibility for looking after the client’s valuables, selling or otherwise disposing of goods belonging to the client, and must not become involved in betting syndicates (such as the lottery or football pools) with the client.

1.16 The Worker should not accept food form the client for a meal which The Worker would normally provide for himself/ herself. Food for personal consumption should not be taken to a client’s home without the client’s permission.

1.17 Cleaning duties outside those specified in the Contract, e.g. spring cleaning, should not be undertaken without special permission form Head Office.

1.18 The Worker should not smoke or consume alcohol while in the client’s home, even if invited to do so.

1.19 The Worker must not bring other members of their family, e.g. children, or any other

unauthorised persons into the client’s home. Similarly, The Worker must not being pets into

a client’s home.

1.20 Gifts should not be accepted from a client. The worker must be sensitive to the client wanting to thank them for the care they have given, but remain mindful of the company policy towards gifts and gratuities

1.21 The Worker MUST NOT accept any direct payment from the client for services rendered, and MUST NOT become involved in selling any personal goods or services to the client.


1.22 Temporary personnel are precluded from assisting the Client in relation to making a will or benefiting under the terms of any codical made by the Client.

1.23 The Worker must not use the client’s property, e.g. telephone for his/her personal use.

1.24 The Worker undertaking Home Care must not carry out their duties in an unoccupied house. If the client is absent when The Worker calls, and assuming that The Worker has a key, then this must be reported immediately to Head Office.

1.25 The personal affairs of other clients of the Organisation must not be disclosed under ANY circumstances to another client or any other third party.

1.26 Patients should not be contacted directly by the worker outside of the requirements of the particular shift undertaken. Patients should not be contacted at home or on mobile phone by the worker. If contact is required, permission must be granted by the nurse management of MSL Healthcare, who will consult with the client first

1.27 Workers must inform MSL Healthcare immediately of any police proceedings, professional body proceedings, hearings, cautions and/ or suspensions

1.28 All Workers must inform MSL Healthcare of any police cautions or convictions during the registration process. All workers must also inform MSL Healthcare if this status changes and of any new cautions or convictions incurred whilst they remain working for MSL Healthcare

1.29 All Workers must inform MSL Healthcare of any cautions, suspensions or hearings

undergoing with their Professional Body including NMC and HPC. This is to occur at point of registration and ongoing whilst working for MSL Healthcare

2. STAFF UNIFORM/ DRESS CODE

All staff are required to wear the full MSL Healthcare uniform or alternative dress code

as specifically advised at the time of booking. This will apply to all hours spent on duty.

The full MSL Healthcare uniform consists of:

White MSL Healthcare tunic: clean and ironed at all times Smart black or navy blue trousers: no jeans or combats Smart and practical black shoes: flat, waterproof, closed-toe MSL Healthcare ID badge: this should be worn around the neck and visible at all times. Your ID badge expires yearly- please contact your consultant to renew this BEFORE it expires

* Your uniform should only be put on once you are on the facility premises due to infection

control purposes. This is a requirement of most clients.

* For health and safety reasons, no jewellery other than plain wedding bands and small

stud earrings are acceptable. Watches are not to be worn on the wrist.


NO BRACELETS, DISPLAYED NECKLACES OR LONG EARRINGS

* Nail varnish and/or false nails are not permitted for clinical work due to infection control concerns. Nails should be kept clean, bare and cut down/ neat

* It is your responsibility to ensure your uniform is kept clean, laundered, ironed and neat at all times. You should ensure you have enough uniforms to cover the amount of shifts you work

● if you are part-time you should have at least 2 uniforms

● if you are full-time then ensure you have at least 4 uniforms

If you require further uniforms, please contact your consultant ASAP

Please take care with your personal hygiene at all times.

3.RECORD KEEPING/ DOCUMENTATION

The following documents should be carried to shift with you at all times

MSL Healthcare ID Badge NMC pin card: Registered nurses and Midwives Intention to Practice: Midwives Timesheets: carry at least 2 or 3 in case you work on more than one ward

Ensure your clinical documentation complies with NMC guidelines and industry

requirements. If you require further information on this, please refer to the NMC website or

contact our nursing department.

4. MEDICATION ADMINISTRATION GUIDELINE

The standards for medicines management (2008:2) state:

“The administration of medicines is an important aspect of the professional practice of

persons whose names are on the Council’s register. It is not solely a mechanistic task to be

performed in strict compliance with the written prescription of a medical practitioner (now

independent/supplementary prescriber). It requires thought and the exercise of professional

judgement...”

A Medicinal product is:

“Any substance or combination of substances presented for treating preventing disease in

human beings or in animals. Any substance or combination of substances which may be

administered to human beings or animals with a view to making a medical diagnosis or to

restoring, correcting or modifying physiological functions in human beings or animals is

likewise considered a medicinal product.” Council Directive 65/65/EEC


Medicines management:

“The clinical, cost effective and safe use of medicines to ensure patients get the maximum

benefit from the medicines they need while at the same time minimising potential harm.”

(MHRA 2004)

Blood and blood products

Blood is not classified as a medicinal product although some blood components are.

Products derived from the plasma component of blood such as blood clotting factors,

antibodies and albumin are licensed and classified and are considered to be medicinal

products. For the purpose of the administration of medicinal products registrants would be

expected to apply the standards for medicines management to all medicinal products but

should consider additional guidance by the National Patient Safety Agency– guidance

launched on 09 November 2006; “Right patient, Right blood” A key requirement of this

guidance is that all staff involved in blood transfusion undergoes formal competency

assessment on a three yearly basis.

The following are the minimum standards by which practice should be conducted according to the NMC Standards for Medicines Management 2008:

Methods of supplying and/or administration of medicines

Standard 1

Registrants must only supply and administer medicinal products in accordance with one or

more of the following processes:

• Patient Specific Direction (PSD)

• Patient Medicines Administration Chart (may be called Medicines Administration Record MAR)

• Patient Group Direction (PGD)

• Medicines Act Exemption 05

• Standing Order

• Homely Remedy Protocol

• Prescription Forms Standard 2

Registrants must check any direction to administer a medicinal product.

Standard 3

As a registrant you may transcribe medication from “one direction to supply or administer” to

another form of “direction to supply or administer”.

Dispensing

Standard 4

Registrants may in exceptional circumstances label from stock and supply a clinically

appropriate medicine to a patient, against a written prescription (not PGD), for self-


administration or administration by another professional, and to advise on its safe and

effective use.

Standard 5

Registrants may use patients’ own medicines in accordance with the guidance in the

Standards for medicines management.

Storage and transportation

Standard 6

Registrants must ensure all medicinal products are stored in accordance with the patient

information leaflet, summary of product characteristics document found in dispensed UK-

licensed medication, and in accordance with any instruction on the label.

Standard 7

Registrants may transport medication to patients including Controlled Drugs, where patients or

their carers/representatives are unable to collect them, provided the registrant is conveying the

medication to a patient for whom the medicinal product has been prescribed (e.g. from a

pharmacy to the patient’s home).

Standards for practice of administration of medicines

Standard 8

As a registrant, in exercising your professional accountability in the best interests of your patients:

• You must be certain of the identity of the patient to whom the medicine is to be administered.

• You must check that the patient is not allergic to the medicine before administering it.

• You must know the therapeutic uses of the medicine to be administered, its normal dosage, side effects, precautions and contra-indications.

• You must be aware of the patient’s plan of care (care plan/pathway) • You must check that the prescription or the label on medicine dispensed is clearly written

and unambiguous. • You must check the expiry date (where it exists) of the medicine to be administered.

• You must have considered the dosage, weight where appropriate, method of administration, route and timing.

• You must administer or withhold in the context of the patient’s condition (e.g. Digoxin not

usually to be given if pulse below 60) and co-existing therapies e.g. physiotherapy. • You must contact the prescriber or another authorised prescriber without delay where

contra-indications to the prescribed medicine are discovered, where the patient develops a reaction to the medicine, or where assessment of the patient indicates that the medicine is no longer suitable

(See Standard 25).

• You must make a clear, accurate and immediate record of all medicine administered, intentionally withheld or refused by the patient, ensuring the signature is clear and


legible; it is also your responsibility to ensure that a record is made when delegating the task of administering medicine.

In addition, where medication is not given the reason for not doing so must be recorded.

Standard 9

As a registrant you are responsible for the initial and continued assessment of patients who

are self-administering and have continuing responsibility for recognising and acting upon

changes in a patient’s condition with regards to safety of the patient and others.

Standard 10

In the case of children, when arrangements have been made for parents/carers or patients to

administer their own medicinal products prior to discharge or rehabilitation, the registrant

should ascertain that the medicinal product has been taken as prescribed.

Standard 11

In exceptional circumstances, where medication has been previously prescribed and the

prescriber is unable to issue a new prescription, but where changes to the dose are

considered necessary, the use of information technology (such as fax, text message or

email) may be used but must confirm any change to the original prescription.

Standard 12

As a registrant, you must ensure that there are protocols in place to ensure patient

confidentiality and documentation of any text received include: complete text message,

telephone number (it was sent from), the time sent, any response given, and the signature

and date when received by the registrant.

Standard 13

Where medication has been prescribed within a range of dosages it is acceptable for

registrants to titrate dosages according to patient response and symptom control and to

administer within the prescribed range.

Standard 14

Registrants must not prepare substances for injection in advance of their immediate use or to

administer medication drawn into a syringe or container by another practitioner when not in their

presence.

Standard 15

Registrants should never administer any medication that has not been prescribed, or

acquired over the internet without a valid prescription.

Standard 16

Registrants must assess the patient’s suitability and understanding of how to use an

appropriate compliance aid safely.


Delegation

Standard 17

A registrant is responsible for the delegation of any aspects of the administration of medicinal

products and they are accountable to ensure that the patient or carer/care assistant is competent

to carry out the task.

Standard 18

Students must never administer/supply medicinal products without direct supervision.

Standard 19

In delegating the administration of medicinal products to unregistered practitioners, it is the

registrant who must apply the principles of administration of medicinal products as listed

above. They may then delegate an unregistered practitioner to assist the patient in the

ingestion or application of the medicinal product.

Standard 20

Wherever possible two registrants should check medication to be administered

intravenously, one of whom should also be the registrant who then administers the IV

medication.

Disposal

Standard 21

A registrant must dispose of medicinal products in accordance with legislation.

Controlled Drugs

Standard 26

Registrants should ensure that patients prescribed Controlled Drugs are administered these

in a timely fashion in line with the standards for administering medication to patients.

Registrants should comply with and follow the legal requirements and approved local

Standard Operating Procedures for Controlled Drugs that are appropriate for their area of

work.

• It is recommended that a secondary signatory is required within secondary care and

similar healthcare settings.

• In a patient’s home, where a registrant is administering a Controlled Drug that has already

been prescribed and dispensed to that patient, obtaining a secondary signatory should be

based on local risk assessment.

• Although normally the second signatory should be another registered health care professional (for example doctor, pharmacist, dentist) or student nurse or midwife, in the interest of patient care, where this is not possible a second suitable person who has been assessed as competent may sign. It is good practice that the second signatory witnesses the whole administration process. For Guidance, go to: www.dh.gov.uk and search for Safer Management of Controlled Drugs: Guidance on Standard Operating Procedures.

• In cases of direct patient administration of oral medication from stock in a substance misuse clinic, it must be a registered nurse who administers, signed by a second signatory (assessed as competent), who is then supervised by the registrant as the patient receives and consumes the medication.

http://www.dh.gov.uk/


• You must clearly countersign the signature of the student when supervising a student in the administration of medicines.

Unlicensed medicines

Standard 22

A registrant may administer an unlicensed medicinal product with the patient’s informed

consent against a patient-specific direction but NOT against a patient group direction.

Complementary and alternative therapies

Standard 23

Registrants must have successfully undertaken training and be competent to practise the

administration of complementary and alternative therapies.

Referring to the NMC Code of conduct (2008)

The code states: “You must ensure that the use of complementary or alternative therapies is

safe and in the best interests of those in your care”

For further information, please refer to the NMC Complementary alternative therapies and

homeopathy advice sheet.

Management of adverse events

Standard 24

As a registrant, if you make an error you must take any action to prevent any potential harm

to the patient and report as soon as possible to the prescriber, your line manager or

employer

(according to local policy) and document your actions. Midwives should also inform their

named Supervisor of Midwives.

Standard 25

As a registrant, if a patient experiences an adverse drug reaction to a medication you must

take action to remedy harm caused by the reaction. You must record this in the patient’s

notes, notify the prescriber (if you did not prescribe the drug) and notify via the Yellow Card

Scheme immediately.

5. TIME KEEPING

Please ensure you always arrive for work at least 15 minutes before the shift is due to start to

allow you to find your ward, store your belongings, change into your tunic and introduce

yourself to the nurse in charge/ manager

* If running late for work, please contact your consultant or the main MSL Healthcare office immediately

- Always call before the shift is due to start and please give a realistic estimated time of

arrival. If your journey is further delayed, please update us againIt is always better for us to

call ahead and inform a client of lateness, than the client calling us looking for a worker

running late. This will look unprofessional and may affect future work allocation from that

client.


* Allow plenty of time to travel to work, particularly if travelling by bus or tube, which are frequently subjected to disruptions and can run behind time

* When travelling to a new establishment, please plan out your route carefully and

ensure you have all the travel information you need before you leave home-

if you need assistance planning your journey, your consultant will be happy to do this for you

It is not acceptable if you fail to inform us of your delayed arrival due to: no mobile phone

credit, no number for MSL Healthcare. Please make sure your mobile phone credit is topped

up and you have MSL Healthcare main contact number saved:

Tel: 0333 733 2020

6. ATTENDANCE/ CANCELLATIONS

As an agency that provides a quality last minute shift requirement service, we need to ensure

that we always present professionally and efficiently. Clients rely on our company to source

quality staff to fill short falls in their staffing needs due to sickness, annual leave and rota

shortages. When we fill a shift, we need to ensure this is upheld and doesn’t leave the client

short staffed and patients at risk.

We appreciate that sometimes unavoidable things do occur however you must always try

and give us as much notice as possible if you have to cancel a shift.

* If you feel slightly unwell, but are unsure if you will need to cancel the shift, still advise us of the situation so we can be prepared if a replacement is needed.

* To cancel a shift you have already accepted, please phone your consultant

immediately. Shift cancellations will not be accepted by email or text message

* Please be accessible by phone when you have said you are available. Please be prepared to answer calls from a ‘private number’ as our office number will be displayed this way and we may need to cancel you from a shift.

7. TIMESHEETS

The following guidelines will help to ensure you are paid correctly and on time. Please read carefully.

Please complete timesheet in full.

- Print clearly your full name, employee number, name of facility, name of ward, week ending and your booking/ reference number for each shift - Complete the date and ensure it is written in the right box - The timesheet must be signed at the side of each shift and again at the bottom


IF THE TIMESHEET IS NOT SIGNED AT THE BOTTOM IT CANNOT BE PROCESSED

* Please photocopy each timesheet and give a copy to The Client when requested * All timesheets must be submitted either by the following methods:

Scan to [email protected] – ensure that the timesheet is clearly legible, and that the entire timesheet is scanned in full Post to MSL Healthcare, 8-9 New Street, London, EC2M 4TB

Please ensure all timesheets are received no later than Tuesday 9am every week to be paid the same week

* If you choose to put more than 2 timesheets in a normal sized envelope, we advise you

use two 1st class stamps or take it to the post office to be weighed. If you do not put enough postage on your timesheets, they can be delayed for up to 4-6 weeks

* Always carry 2-3 timesheets with you. You may get moved to a different ward part-way

through your shift, in which you will need to start a new timesheet for the new ward. Keep an eye on your timesheet level-call the office if you need more and we will post them out to you or e-mail them.

If you have any queries about your timesheets please contact our payroll department

on 0203 818 9682.

8. PERFORMANCE APPRAISALS

Performance appraisals are an integral part of ensuring quality standards are met. This

policy summarises the system employed within MSL Healthcare to ensure that job

performances are regularly assessed against expected clinical standards and to identify

opportunities to enable workers to improve their professional skills.

8.1 Each worker will undergo a formal review of job performance every 6/12 months

8.2 The appraisal process will begin with a pre-appraisal self assessment form to be completed by the worker and returned to the Nursing Department at MSL Healthcare

8.3 The follow up review will be undertaken by the Clinical Nurse Manager or a suitably appointed member of the nursing registration team, who will assess job performance from the following standpoints:

* General ability to do the job, and understanding of duties required

* Overall reliability, trustworthiness and ability to work alone

* Sickness/Cancellation record- number of shifts booked and not attended

* Communication skills

* General appearance, dress and demeanour

mailto:[email protected]


* Attitude and efforts applied to job duties

* Willingness to learn and undertake training

8.4 The results of the appraisal will be recorded on a Staff Performance Appraisal Record Form which will form the basis of assessment for future job placements, training requirements and complaints handling

8.5 The results of all appraisals will be kept in the workers personnel file and updated on an annual basis

9. TRAINING REQUIREMENTS

On arrival to a new ward/ unit/ placement, it is imperative that all staff receive an orientation

and induction to the ward. This should include location and information of safety protocols,

fire exits, emergency equipment and phone numbers, manual handling equipment and

procedures, hot spot and violent episode handling.

It is a mandatory requirement of all MSL Healthcare workers to remain current and up to date

with annual training in line with Buying Solutions and NHS guidelines.

All healthcare staff are required to attended yearly updates for: * Basic Life Support

* Complains Handling * Conflict Resolution

* Countering Fraud Bribery

* Equality, Diversity and Human Rights

* Fire Safety

* Handline Medication * Health, Safety and Welfare * Infection Prevention and Control

* Information Governance

* Lone Working * Manual Handling

* Mental Capacity Act 2005

* Mental Health Act 2007 * Preventing Radicalisation

* Safeguarding Vulnerable Adults

* Safeguarding Vulnerable Children

* Food Hygiene (HCA Only)

* Clinical Skills (HCA Only)

In addition to this, all midwives must attend yearly Skills and Drills training. MSL

Healthcare is unable to book you for work if this training expires.

All staff working in Mental Health and Learning Disability environments must undergo

yearly Control and Restraint training updates.

Any staff working by themselves must complete yearly Lone Worker training. MSL Healthcare conducts regular training sessions in our main site office. Please contact your consultant or compliancy officer to book your training update before your previous certificate expires.


10. CONFIDENTIALITY POLICY

In the course of their duties, workers for MSL Healthcare may become privy to confidential information concerning clients’ and patients’ private affairs:

9.1 It is a condition of assignments with MSL Healthcare that such information shall not be disclosed to any unauthorised third party without the express consent of the client, or if the client is unable to judge, the client’s immediate family or advocate.

9.2 Confidential information will not be sought from a client unless expressly in the interest of the client

9.3 The client shall be kept informed at all times of the outcome of confidential discussions by the workers concerning them

9.4 Workers will always consult management if they are unclear with respect to any item concerning confidentiality, or when made privy to confidential information that may have legal and / or criminal connotations (e. if a client confides that they have allegedly been submitted to sexual abuse by a staff member).

Any breaches of this policy will be dealt with severely.

11. SAFEGUARDING CHILDREN AND YOUNG PEOPLE AND ABUSE HANDLING

Child Abuse is doing something or failing to do something that results in harm to a child or

puts a child at risk of harm.

‘Somebody may abuse or neglect a child by inflicting harm, or by failing to act to

prevent harm. Children may be abused in a family or in an institutional or community

setting, by those known to them or, more rarely, by a stranger’ (RCN: Safeguarding

children and young people- every nurse’s responsibility 2007)

Abuse is behaviour towards a person that causes him or her distress, endangers life or violates their rights.

Associated legislation:

- Care Standards Act

- Community Care Act 1990

- Modernising Social Services 1998

- Disability Discrimination Act 1995/2005

- Domestic Violence Crime Victims Act 2004

- Safeguarding Vulnerable Adults Scheme 2004

- The Children and Young Persons Act 1993

- The Children Act 1989, amended 2004

- Safeguarding Vulnerable Groups Act 2006


Registered nurses have a duty under the NMC to report concerns where patient care may be

affected. The NMC Code of Conduct states that all nurses have a duty and professional

responsibility to act in the best interests of a child or young person, and to inform and alert

appropriate personnel if they suspect a child is at risk or has been abused.

MSL Healthcare supports and encourages the reporting of suspected abuse in the workplace. If

you witness or suspect abuse within your work placement please discuss your concerns with

the line manager on duty. In addition, please contact and report to the Nurse Manager at Saints

Personnel Ltd.

Avenues for reporting abuse:

- Charge Nurse/ Line Manager on duty

- Nurse Manager, MSL Healthcare - Action on Elder Abuse phone: 0808 808 8141 - Social Services/ Social work department at local trust - Police, Social care inspection bodies - Local councils (adult safeguarding units) - Samaritans phone: 116 123

- National Society for the Prevention of Cruelty to Children (NSPCC) in England, Wales and

Northern Ireland. Freephone: 0800 800 5000

- Children First phone: 0800 0282 233 (Scotland) - Childline phone: 08001111 (UK) - Parentline phone: 0808 800 2222

12. FRAUD AWARENESS

The Fraud Act 2006 introduced a general offence of fraud. The term ‘fraud’ describes offences

such as deception, forgery, and misrepresentation or concealment of facts. The size and

diversity of the health service means there is an enormous variation in the types of fraud

committed in the NHS.

Among the more recurrent kinds are staff and professionals claiming for shifts not worked,

patients falsely claiming exemption from optical, dental or pharmaceutical charges and staff

working in unauthorised jobs while on sick leave.

Examples of fraud to be aware of:

Patient Fraud:

- Claiming for exemption from fees - Alteration of prescriptions - Using aliases to obtain controlled drugs


Professional Fraud:

- Alteration of prescriptions - Claiming for work not undertaken - Creation of ghost patients - Fraudulent claims for out-of-hours visits

Reporting Fraud

The Fraud and Corruption Reporting Line is a simple means of reporting genuine suspicions

of NHS fraud. It allows staff who are unsure of internal reporting procedures, or who wish to

speak with complete confidentiality, to report their concerns. All calls are dealt with by

experienced, trained staff.

NHS Fraud and Corruption Reporting Line: Phone 0800 0284 060

13. EQUAL OPPORTUNITY POLICY

MSL Healthcare is an Equal Opportunities Employer, committed to ensuring that the talents

and resources of all are utilised to the full. As such we are committed to adopting,

implementing and monitoring a Policy of Equal Opportunities for all to ensure a total absence

of discrimination in the workplace and that equal opportunities do genuinely exist.

It is the objective of this Policy that there shall be no discrimination for any reason of race or

ethnic origin, creed, colour, religion, political affiliation, disability or impairments, marital

status, parenthood, sexual gender or sexual orientation. In this respect, those with physical

disabilities will only be prohibited from positions where the job duties involve activities that

would make it impossible or inherently hazardous to perform.

In order to eliminate possibilities of discrimination or prejudice our application forms do not

include questions concerning race or ethnic origin, creed, colour, religion, political affiliation,

parenthood or sexual orientation. Thereafter, selection criteria will proceed purely according

to the merits and abilities to perform the tasks and duties required.

The Organisation provides facilities for anybody who believes themselves to have been

treated unfairly within the scope of this Policy to address the matter through a documented

and established Procedure.

MONITORING THE EQUAL OPPORTUNITIES POLICY

1. The EO Policy will apply for workers with respect to work prospects and for clients with respect to the Care Service being provided.

2. Equal Opportunities will identify the following equalities issues throughout 1. (above):

- Workers- Equal Opportunities in respect of race, culture/ethnicity, religious/sectarian

issues and disabilities


- CLIENTS- Equal Opportunities in respect of observance of religious beliefs, customs and festivals which may affect food/ dietary preferences, personal care, worship and leisure activities

- Communications: Language

Physical impairments or disabilities which may make communication difficult to understand, eg: speech impediments, partial/total loss of hearing or sight.

- Impairments or disabilities:

Loss of mobility- dependency upon wheelchairs etc Frailty Dementia

- Care of the dying and death

3. Monitoring the success of the EO policy will be achieved through a review of data and records obtained from the following sources:

3.1 : CLIENTS/ FAMILY

Questionnaires regarding the quality of the service offered. There are separate

questionnaires for use by clients and their family/ relatives.

3.2 : WORKERS

Through their perception of the EO Policy, particularly where staff themselves are of an

ethnic minority, or are disabled, etc and through disciplinary records ie: are any equality

issues apparent?

3.3 : COMPLAINTS LOG

Focus on complaints involving the following:

3.4.1 Harassment/ abuse/ preferential or unfair treatment with respect to the equalities issues identified for both clients and staff.

3.4.2 The display of offensive material within the offices

3.4.3 Inadequate methods of communication with respect to language, loss of sight or hearing, or other impairments such as dementia.

4. The data collected will focus upon the equalities issues listed above, identifying areas of possible discrimination and / or exclusion.

5. A review of this data will be made on a 6- monthly basis with a view to assessing:

5.1 Opportunities for improvement (also to be discussed with clients/ family)

5.2 Action needed to make these improvements.

5.3 Responsibilities for action, and follow-up monitoring to ensure that the action taken has been effective.


5.4 The Equalities Action Plan will also contain a simple system for the ethnic and disabled monitoring of both clients and Worker staff as a Discrimination Profile within the Organisation. This will be

based upon a person’s self-declaration against the following ethnic categories, as recorded in the

original Care Plan (for clients) and Job Application Forms (for staff), and registered disabilities:

White (UK) Indian

White (other European) Pakistani

White (other) Bangladeshi

Irish Asian (East African origin)

Black Africa Caribbean Asian (other)

Black African Chinese

Black (other) Mixed Parentage

14. GROSS MISCONDUCT

Gross misconduct is recognised by MSL Healthcare to include, but not be limited to:

- Fighting, physical assault or dangerous horseplay

- Physical sexual harassment and other instances of gross immorality - Gross insubordination or the use of aggressive behaviour or excessive bad language - Failure or refusal to carry out a direct instruction given by a Manager or Supervisor during duty hours - Theft of, or wilful damage to, any property belonging to the Organisation, a client, or other employee - Deliberate fraud, including fraudulently completing timesheets. This will include abandoning contracted duties without notification or prior permission. - Consuming alcohol while on duty. Arriving at work intoxicated will also lead to summary dismissal - Abuse of drugs, solvents and other mind-altering substances - Breach of safety rules and / or other actions which places at serious risk the health and safety of another person - Abuse or maltreatment of clients - Deliberately falsifying written records - Unauthorised disclosure of confidential information


15. COMPLAINTS HANDLING

There may be circumstances during your dealings with MSL Healthcare (“MSL Healthcare”) or

during the course of work place work placements in which misunderstandings, complaints or

grievances may arise.

For example you may have a complaint about MSL Healthcare or a member of the MSL

Healthcare staff or we may have received a complaint about you from one of our clients or a

third party. Redress of those grievances may be sought in accordance with the following

procedures that will usually be adopted in the interests of fairness, but is not contractually

binding on MSL Healthcare.

Within 5 working days of a receipt of a complaint from the client or candidate, the

employment business will acknowledge receipt of the complaint. The complaint being made

in writing in the form of a divisional complaints form.

All reasonable endeavours will be made by the employment business to insure that all

complaints are resolved within 15 (15) days of the complaint being notified to the

employment business.

The employment business shall insure that in the event of the complaint being against a

temporary worker that the temporary worker is fully informed of complaints relating to them.

The temporary worker shall be entitled to receive a copy of the complaint referred to in

paragraph 1.

The temporary worker will be afforded the opportunity to state his/her version of events and

will be given 7 (7) days to respond to the employment business in writing.

All responses will be shared with the complainant and if appropriate the employment

business will take demonstrable action to insure there is no recurrence of the act or omission

complained of.

The client will receive a written response from the employment business detailing how the

complaint has been resolved.

Section 1 - What to do if you have a grievance:

A. About matters that have arisen in your workplace

Informal Resolution:

If you have a question or grievance about anything at the place where you have accepted a

work placement to work that concerns you personally and directly, you should discuss the

matter informally with the manager that you work for.

Formal Procedure:

If a matter cannot be resolved informally then you may set out your grievance in writing to

following the formal Grievance Procedures issued by the client that you work for. If you have

not been given access to this procedure you should request it from your manager. You have

the same legal right to be accompanied at a grievance hearing as a permanent employee. If

you are dissatisfied with the outcome of your grievance you should use the formal appeal

procedure in your workplace.


Raising the matter with MSL Healthcare or another party other than the client that you work for:

If you are the victim of bullying or discrimination or have concerns about professional

standards or ethics, or allegations of criminal activity in your workplace then as well as using

the procedures in your workplace you should report the matter to your consultant at MSL

Healthcare and keep them informed of the progress and outcome of the complaint.

B. If you are unhappy about the standard of service you receive from MSL

Healthcare Informal Resolution: If you have a question or grievance about anything that concerns you personally and directly,

you should discuss the matter informally with your consultant at MSL Healthcare

Formal Resolution:

If a matter cannot be resolved informally then you may set out your grievance in writing to

The Complaints Manager at MSL Healthcare, 8-9 New Street, London, EC2M 4TP who will

arrange a meeting with you as soon as is reasonably practicable.

You must inform us of the basis for your grievance – what you are unhappy about and why –

in your letter. You have the legal right to be accompanied at a grievance hearing where the

grievance is one that involves our duties to you. For example this would be the case where

your grievance alleges a breach of our contractual duties towards you or a failure to prevent

bullying or harassment or failure to safeguard your rights as a disabled person.

A decision will be made and given to you in writing within 10 working days or otherwise as

soon as is reasonably practicable. The letter will remind you of your right to appeal. This

decision will be recorded on your MSL Healthcare file.

Appeal:

You have the right to appeal against a grievance decision, arising from the procedures set out above whether formal or informal.

You must put your appeal in writing, setting out why you want to appeal and what you

disagree with in the original decision, and send it or deliver it to The Complaints Manager at

MSL Healthcare, 8-9 New Street, London, EC2M 4TP so that it is received within 10 working

days of the next working day after you receive written confirmation of the decision.

There will usually be an appeal meeting. As at the grievance meeting you have the right to

be accompanied by a work colleague or trade union official and to have the hearing

postponed.

The appeal hearing will be conducted within a reasonable period of the appeal being lodged and will usually be heard by someone who is senior to the person who dealt with the grievance.

The outcome will either be: - to reject the appeal and confirm the original decision; or to - uphold the appeal and make a different decision.

The result of the appeal will be confirmed in writing within 10 working days of the hearing.


The decision at the appeal stage is final.

Section 2 – What happens if we are unhappy with your behaviour or the client or a

third party complains about you:

Informal procedure: where a misunderstanding or problem arises about your application to

register or during the operation of work placements that is not serious your consultant will

speak to you about it informally.

Formal procedures: if the matter cannot be resolved informally or we have received a

complaint from the client or a third party that alleges serious misconduct or a failure of

performance or professional standards we shall use our formal procedure.

Investigation: you will be informed of the complaint and this will be confirmed in writing by

letter or email. You will usually be requested to attend a meeting with the MSL Healthcare

Complaints handler assigned to the matter. At the meeting a formal statement of what you

say about the matter will be compiled and you will be asked to sign and date the statement.

Evidence will be collected from other witnesses and the complainant. Copies of the evidence

will be supplied to you.

Complaint meeting: where the evidence shows that there is a matter to be resolved there will be

a complaint meeting. You will be invited to the meeting in writing. At the meeting you can if you

want be accompanied by a fellow worker or by a trade union official. The trade union does not

have to be recognised by us for the purpose of collective bargaining. You can choose who will

accompany you but it must be either a fellow employee or a trade union official and you cannot

bring a friend or relative or a lawyer who is not employed by us (except in exceptional

circumstances of serious professional misconduct).

A trade union official has to be approved by the Union as having had training in

accompanying workers to disciplinary meetings and be able to provide us with a letter or

business card to show this.

If you want to be accompanied you must tell us before the meeting. We do not have to let

you be accompanied if we think your request is unreasonable. For example if you ask to be

accompanied by someone who is also involved in what happened and whose presence

might prejudice the meeting we would object to your choice. If necessary we will postpone

the meeting for up to 5 days for you to arrange for someone to accompany you.

At the meeting you cannot get your companion to answer questions for you although we will

listen to whatever they want to say for you. If you do not want to answer questions you do not

have to but we can still make up our mind on the evidence we do hear.

If you do not attend the meeting it will be postponed and after reasonable enquiries to

ascertain the reason why you did not attend another date will be set. If you do not attend a

postponed meeting a decision may be made in your absence.

The result of a complaint meeting and any action taken will be notified to you in writing with

10 working days of the meeting.


Allegations of crime or professional misconduct: will usually be passed to the Police or

your professional body for investigation and action. Your Registration with MSL Healthcare

will be suspended or cancelled pending the outcome of such an investigation.

MSL Healthcare Complaints Policy and Procedure

1. This procedure applies to complaints by or concerning or in relation to individual workers registered with MSL Healthcare or their registration application or from or concerning a client with whom a registered worker has been assigned. It equally applies to a registered worker whose services are supplied to MSL Healthcare by a contractor (which may be a limited company) 2. The purpose of this procedure is to handle any of the following matters:

2.1 Complaints MSL Healthcare by a worker (a “worker complaint”) about:

a. any member of MSL Healthcare staff

b. another MSL Healthcare registered worker

c. a client

d. any member of a client’s staff (including employees and workers or contractors)

e. about or concerning or otherwise in relation to a patient, where:

the subject matter of the complaint is or relates to:

a. discrimination on the grounds of age

b. discrimination on the grounds of sex

c. discrimination on the grounds of gender change

d. discrimination on the grounds of sexual orientation

e. discrimination on the grounds of race

f. discrimination on the grounds of religion or beliefs

g. discrimination on the grounds of disability

h. harassment or bullying or assault

i. criminal conduct j. other illegality

k. professional misconduct

l. Employment rights (whether or not MSL Healthcare is the employer)

2.2 Complaints to MSL Healthcare by a client (a “client complaint”) about:

a. any member of MSL Healthcare staff

b. a MSL Healthcare registered worker


c. about or concerning or otherwise in relation to a patient, where: the subject

matter of the complaint is or relates to:

1. discrimination on the grounds of age 2. discrimination on the grounds of sex 3. discrimination on the grounds of gender change 4. discrimination on the grounds of sexual orientation 5. discrimination on the grounds of race 6. discrimination on the grounds of religion or beliefs

7. discrimination on the grounds of disability 8. harassment or bullying or assault 9. criminal conduct 10. other illegality 11. professional misconduct 12. Employment rights (whether or not MSL Healthcare is the employer)

3. Any member of MSL Healthcare staff member who receives a worker complaint or a client complaint shall record the same using a complaint form and as soon as reasonably practicable register the complaint with a nominated complaint handler.

4. The nominated complaint handler shall upon receiving a complaint form open a

complaint file.

5. When a complaint file is opened the nominated complaint handler shall:

5.1 Notify the complainant that the complaint has been received.

5.2 File an action plan in the complaint file setting out the proposed procedure to

investigate the matter and diarise each stage of the plan.

5.3 The complaint handler is responsible for updating the complaints file and meeting

diarised stage dates or extending them when required.

5.4 The complaint handler must investigate the complaint

5.4.1 In the case of worker complaint the complainant must be interviewed first.

5.4.2 In the case of a client complaint as much information about the complaint as can reasonably be obtained must be obtained from the client in writing including email form. The complaint handler must then interview the person against who the complaint is made (“the subject”) and record their explanation in a statement which should be signed by the subject.

5.4.3 An individual employee or workers’ right to be accompanied at any meetings

where disciplinary action or action that might result in the termination of their work must

be notified and observed at any investigatory meetings.


5.4.4 Where in a client complaint there is an allegation against a worker that may amount to

professional misconduct or criminal conduct (such as theft or assault) after taking or

making a reasonable attempt to take a statement from the worker the complaint handler

shall determine whether or not there is a case to answer.

5.4.5 There shall be no case to answer where in the opinion of the complaint handler

the worker gives a satisfactory explanation.

5.4.6 A satisfactory explanation is one where the complaint handler is reasonably satisfied

that the worker has given a reasonable explanation of any alleged facts or conduct and that

the worker has not done something that would amount to professional misconduct or

criminal conduct or that the explanation of why they did something is such that in the

opinion of the complaint handler there is no deliberate professional misconduct that merits

investigation by the relevant professional body or referral to the police by the client.

5.5 When the investigation is complete the complaint handler must complete a file report.

5.6 Where in a client complaint there is an allegation against a worker that may amount to professional misconduct and the complaint handler is satisfied that there is a case to answer the complaint must be referred to the relevant professional body by the complaint handler and the worker’s registration will be cancelled.

5.7 Where in a client complaint there is an allegation against a worker that may amount

to criminal conduct and the complaint handler is satisfied that there is a case to answer

or the subject matter of the complaint is already the subject of an ongoing enquiry by

the police the workers registration will be cancelled.

5.8 In all other cases the file report with a copy of the complaints file must be presented

to a decision maker who must not have been involved in the investigation.

5.9 The decision maker must decide to dismiss or uphold the complaint and what action to take.

5.9.1 The decision maker will consider a client complaint and make a decision

whether to dismiss the complaint or hold a complaint hearing.

5.9.2 The decision maker will consider a worker complaint and make a decision

whether to dismiss the complaint or hold a complaint hearing.

5.10 A complaint hearing will be heard by the decision maker.

5.10.1 Minutes of a complaint meeting will be taken.

5.10.2 An individual employee or workers’ right to be accompanied at any meetings

must be notified and observed at a complaint meeting.

5.10.3 At or after a complaint meeting the decision maker will make a complaint decision.

5.11 The complaint decision will be passed to the complaint handler who will inform

all parties of the decision in writing.

6. Any appeal must be heard by a director or a panel of directors.


7. Where considered appropriate because the complaint decision is found that there has been conduct that appears to amount to criminal activity the complainant should be advised by the decision matter to report it to the Police.

8. Nominated claim handlers:

8.1 Medical staff – the Clinical Nurse Manager

Other staff: - their manager.

9. The decision maker: Head of HR or a director

10. Appeals should be determined by a director or a panel of directors.

16. DATA PROTECTION (GDPR) AND AUDITING

MSL Healthcare (“MSL Healthcare”) is dedicated to protecting data and relevant information

for all personnel in accordance with the Data Protection Act 1998.

As a Registered Nursing Agency MSL Healthcare (“MSL Healthcare”) are subject to regular

inspections by the Care Quality Commission (“CQC”) and may be required to produce

detailed information including personnel files, and may be required to show evidence that

relevant data has been collected, including (but not limited to):

a. Documents proving Right to Work in the UK

b. MSL Healthcare Application form containing personal information

c. Enhanced CRB Check Disclosure

d. Immunisation History reports including blood test results

e. Training certificates

f. Qualifications g. Proofs of Address

These files will be shown to authorised personnel relating to our regulatory bodies including

CQC. Furthermore we may be obliged to show personnel files to other organisations that are

entitled to audit us as part of a framework process.

We require all candidates to give written consent that we have permission to show personal

information to auditing bodies by signing that they have read this section of the handbook.

As an employer it is our responsibility to ensure the personal data we process in relation to you is done so in accordance with the required principals. Any data held shall be processed fairly and lawfully and in accordance with rights of data subjects as per the GDPR form you were given to sign upon registration.