STATEMENT
OF PURPOSE
As a Nurses Agency providing experienced Nursing
Staff to both private & public sector clients, Eleanor Nursing and Social
Care Ltd seeks to deliver extraordinary levels of client and staff satisfaction
constantly. The Agency recognises that this will be achieved by offering a
level of service that far exceeds those expectations of the CSCI, clients and
service users.
The Agency will
Set standards and
benchmarks of quality, efficiency and administrative excellence, particularly
in the area of staff training that will manifest itself at the point of care.
To achieve and continually improve the levels of such self-imposed standards,
the Agency’s philosophy towards the recruitment and engagement of its
management and staff, will assist it in achieving market competitiveness and
the clients first choice provider.
Will operate a recruitment procedure that exceeds
the ‘minimum standards’ prescribed by the National Minimum Standards and
incorporated into the new registration criteria for Nurses Agencies, registered
and inspected by the Commission for Social Care Inspection.
Demonstrate integrity and professionalism in all of
its business affairs, and trade within the codes of conduct expected of the
Inspection and Registration Bodies (CSCI) and its clients.
Concentrate on continual improvement in all aspects
of its service delivery through: -
Ongoing consultation and responsiveness to the
clients changing needs and demands.
The management of daily operations within the framework
of a recognised quality system.
The recruitment, selection, training/development
and retention of its workforce within a client centred culture.
Sustain a competitively priced service to its clients through “best business” practice by implementing controlled expenditure through pro active credit controls, retaining flexibility in order to adapt and respond to changing market trends. Continuing growth within the ability to supply at a quality level whilst containing expansion within the availability of retained profits and sound market research.
Through its recruitment and selection criteria the
agency will fulfill its obligations as stated within its aims and objectives, in
its provision of skilled and experienced Nurses committed to seeking continued
professional development opportunities, who can demonstrate a high level of
competency and a desire to assist the service user in achieving their goals, in
the community.
The agency will operate a 24hr service accessible
to both client and Nurse. In the event that a worker cannot fulfill a booked
assignment the agency will endeavour to provide an alternative nurse or alert
the client in adequate time to make alternative arrangements. In the event that
a Nurse is unable to continue with a long-term assignment through sickness or
personal reasons, the agency will through consultation with the client/service
user seek to replace that Nurse with another equally suitable worker.
The Agency will charge for its services according
to client expectation or contractual negotiation, and will only alter or
enhance its charges as market trends, legislative requirement dictate. Invoices
submitted to the client will be produced following the receipt of a completed,
verified time sheet supplied by the worker on completion of and assignment, a
copy of which will be attached to the invoice.
Name
and address of registered provider and registered manager
|
Registered Provider |
Eleanor Nursing & Social Care Ltd 157 Uxbridge Road Hanwell London W7 3SR |
|
Registered Manager |
V.J.
Stanislaus RMN,RNMS 14 Milborough Crescent Lee London
SE12 ORN |
The relevant qualifications and experience of the
responsible person and the manager
Mr. V.J.Stanislaus is a qualified nurse with 31
years experience. He has been a manager in NHS and voluntary sector. He has
been a responsible individual in the private sector as well. His experience
includes working with people with learning disabilities, people with mental
health problems and working with the elderly.
His qualifications are as follows:
SEN (MS)
RNMS
RMN
RMA
CMS
NVQ Assessor
The Nurse supplied by the agency may hold any one or combination of the following qualifications.
Registered General Nurse
Registered Mental Nurse
Registered Nurse in Mental Handicap
NVQ level 1-3
They are placed in clinical environments and in
roles appropriate to their qualifications and experience. This may include the
following:
Hospitals
Nursing Homes
Residential Homes
Private clinics.
Eleanor Nursing and Social Care Ltd wishes to improve and develop its services
and welcomes feedback, verbally or in writing, at all times. We are particularly grateful for observations
and criticisms by those who consider that our services could be improved, and
any suggestions on how improvements might be made at any stage, whether these
are positive, constructive, or whether you wish to complain, are welcome.
If you wish to make a complaint about our services,
we have set out the framework for this.
If you have any queries about this process, please do not hesitate to
let us
Know.
For
all comments, we ask any individual to contact out office directly or in
writing and let us know what you wish to say.
Where
there is a complaint, the following process is in place.
If
a client representative or any other member of the public is unhappy with our
service, they should contact the manager, (this can be by telephone, in writing
or by e-mail to info@eleanornursing.co.uk). This can be done in person, via a
representative by telephone, e-mail or in writing .It is important that we
complaints as soon as possible after an incident so that we can investigate in
a timely and appropriate manner.
In
order to ensure effective investigation it is important that the following
information is included.
What
the complaint refers to
What
happened?
Where
and when it occurred
Who
was involved?
As
far as possible, local resolution will allow for the complaint to be dealt with
as quickly as possible, normally straight away when in contact with the office.
Where
the complaint is of a serious nature and cannot be dealt with directly, the
following process applies.
If
not already done, we will ask for the complaint to be confirmed in writing
We
will issue an acknowledgement of the complaint within 24 hours if receipt. (72
hours if over a weekend).
We
will ask you to attend the office, where possible, to discuss the issue. We
will keep you up to date with the progress of our investigation. This will
occur within two weeks of receipt of the complaint.
We
endeavour to ensure that you are satisfied with the outcome of our
investigation and will confirm our findings to you in writing. We aim to
complete the process within one calendar month.
We
will demonstrate that where our processes have been found to be at fault, we
will take steps to change them to prevent a recurrence.
Where
investigation into the complaint suggests a recurring pattern of incidents, or
where a similar incident/complaint is noted on several occasions, the agency
can commission an inquiry into processes and practices related t o the issue.
This may be undertaken by management representatives or by an external
individual/body. The agency commits to taking action to address any issues
identified by any such inquiry.
If
you are not satisfied with the outcome, the issue will be referred to the
managing director. if you are still not satisfied, you can appeal to the
directors of the company. Additionally any complaints have redress available to
them via the Trading standards office and the Commission for Social Care
Inspection.
Complaints
against a member’s behaviour or professional conduct -
Where
a complaint is made against a member of the agency, we follow processes as
defined by employment law, details of which are available from the office.
Any
staff member is entitled to support /representation from a trade union or
professional body and has the right to appeal.
Where
there is finding of serious misconduct against a member of the agency, it is
likely to result in the removal of the member’s name from the register and also
notification, where appropriate, of the relevant professional body i.e. Nursing
and Midwifery Council
Any
member of the agency who has immediate concerns about practice, procedure or
safety within an environment within which they are placed, are directed to the
policies and protocols of their placement. The management of the agency will
assist with the use of these processed if requested.
Complaints can also be registered with the
Commission for Social Care Inspection.
The local office for Ealing can be contacted on:
CSCI
West London Area Office
58 Uxbridge Rd
Ealing
London
W5 2ST
Tel; 020 8280 0347