All new clients are requested to provide us with the following details:

• Full name and address of the establishment
• Details of parent company if part of a group
• Telephone number(s)
• Fax number
• Invoicing details
• Name of manager
• Any relevant details regarding the nature of the work

Hours of Operation
08.00 - 20.00 hrs every day including Bank Holidays.
Fax - 24hour service (unmanned during evenings and at weekends)

Should you need to request shift cover during the evening, at weekends and Bank Holidays please telephone rather than use the fax. The person on-call may have diverted the calls away from the office and not have access to the fax.

Staff
All A & E Staff carry a laminated identification badge with

• Our address and logo
• Our telephone and fax numbers
• The staff members’ status e.g. RN
• Their photograph, name and signature
• The date of badge issue

On the back of the badge it will state
        The person named overleaf is an employee of A & E Support Services Ltd.
        If booked shifts are confirmed with the office they are cleared to work with
        vulnerable adults in accordance with current legislation / CRB / POVA / NMC

        ID Expires………………………………

        The back of the card will be signed by authorised office staff

This ID badge is for your security and your clients / residents safety. It is our guarantee that the staff member has completed our recruitment process including:

• References checked
• Current Enhanced CRB check with nothing shown that would preclude them working
                with vulnerable adults
• Be appropriately trained for the shift
• RNs are PIN checked
• Immigration visas checked

Similarly the safety of our staff is of immense importance to us and, as far as is possible, we ensure they are

• Qualified for the shift
• Trained to a high standard (including the mandatory annual training)
• Immunised
• Encouraged to keep abreast of current advances in medicine and legislation
• Encouraged to carry professional indemnity insurance
• Audited
• Have access to a telephone number manned 24 hrs per day for advice / guidance
                from an experienced RN
• Encouraged to appraise us of problems encountered during a shift

Booking of Shifts
We are happy to accept shift bookings by telephone, email or fax.

Booking Form Fax Shift Request Form

Should a member of our staff be on your premises and you wish to retain their services we would have no objection to you offering the shift(s) to them directly but would request that you notify the office as soon as possible so that we do not double book the staff member.

Cancellation of Shifts
We do understand that circumstances change and occasionally shifts have to be cancelled once booked. Obviously we would request as much notice as is possible to enable us to try and reallocate the member of staff.

Please notify all cancellations by telephone and not fax or email.

Subject to the paragraphs below, for every shift cancelled where we have given you a specific name there will be an administration charge of £10 per shift cancelled.

Subject to the paragraph below, if the shift is cancelled within 48 hours of the time it was due to commence we will charge half the cost of the shift.

If the shift is cancelled less than 24 hours prior to commencement we will charge the full amount. Similarly if the member of staff arrives for duty and is not required through you double booking, or a failure on your part to cancel the shift request, we will charge for the full shift. This applies whether they are sent home by you or retained for duty.

This charge will not apply if the error in booking or cancellation is ours and there will be no charge for shift cancellations if a staff name has not been given to you.

Charges
Current Price List plus Terms and Conditions on application

Methods of Payment
Cheque or BACS
BACS details on application

Circumstances which may lead to our declining to cover your shifts
A & E reserves the right to withdraw staff in extraneous circumstances, which, in our opinion, makes its provision untenable. On the very rare occasion where we decline to supply establishments with staff it would be after consultation with them and usually for the following reasons

• Failure to pay invoices
• Failure to provide adequate Health and Safety standards including failure to provide
                safe or appropriate equipment for the task to be undertaken
• Requesting our staff act illegally
• Requesting our staff undertake tasks for which they are not trained
• Harassment of our staff on any equal opportunity or discrimination basis

Sickness / Absence

Where a shift is booked with us and the member of staff allocated becomes ill or is absent through family illness, bereavement etc we will make every effort to re - cover the shift. In the event that we cannot do so we will notify you as soon as is possible to allow you to arrange cover elsewhere.

If the lack of cover is caused by our staff simply letting you down without good reason we will pay £25 into your resident’s fund.

Timesheets
All staff are issued with customised timesheets which they complete at the end of each shift. We would ask that it is checked and signed by the senior person on duty prior to our staff leaving the building.

Unless agreed at the time of booking the shift all breaks are paid.

Should our staff forget their timesheet we can fax one through for them or we would be grateful if you could give them a sheet of headed notepaper with the shift details on and signed in the usual manner.

Administration of Medicines
All nurses will administer medications within the current guidelines, rules and regulations laid down by the NMC.

They will not deal with any form of administration of medication that they feel ill equipped or not trained to undertake.

Your employees may assist with the procedure at your discretion, and at the responsibility of the establishment, depending on the policy within your establishment, and whether they have been trained to do so. However the nurse retains the right to administer all medication should he / she wish to do so.

No A & E Care Assistant will handle or administer any medication unless trained and authorised to do so by A & E.

Company Insurance Cover
The company carries the appropriate insurance as required by law and the inspecting authority.

Staff Support
In the event of an emergency arising, or our staff encountering some difficulty they cannot resolve themselves, they are advised in the first instance to seek guidance from the establishments’ manager or person on-call.

Should that person be unavailable or unable to deal with the situation all A & E staff can contact us 24 hours per day, every day, for advice from an experienced RN.

Audit
We are proud of our consistent ‘four star’ ratings under the previous regulating authority, CSCI, and always appreciate your feedback on our service, regardless of whether it is good or bad. This is the only way we can ensure our service remains of a consistently high standard. We do audit our staff and service performance and may contact you periodically for your opinion.