LeopardGM Nursing Agency provides highly experience registered nurses and health care assistant staff for temporary placements to private Hospitals, registered nursing/residential homes, learning disability homes, day care centre, End of life care, community care and intensive nursing care at home.

LeopardGM carries out checks on nurses and health care assistants (HCA) being recruited to make sure that there is evidence of identification, registration, ongoing eligibility to be employed as nurses or HCA. Relevant qualifications of each nurse and HCA are supplied to the agency to ensure they are properly trained and equipped to satisfy all their statutory obligations and copies of their certificates are kept in their personal files.

The agency also makes sure that all successful nurses are registered with nursing and midwifery council (NMC). The Agency uses the caller code to access this information quickly. This is in accordance with the care standard act. By so doing, the agency will be assured of the integrity of the nurses they are employing and will have confidence in the nurses they supply to service users.

LeopardGM can offer fast and friendly services to the client to last minute shift cover, for emergencies we usually drive our staff to client’s premises when they are needed.

LeopardGM was established in 1989 by then under London borough of Camden to provide nursing staff with a main aim is not only to supply nurses but to supply the right nurse for our clients in a well-timed way. LeopardGM is committed to confidentiality, quality and reliability of care delivered by itself and its staff through training. All nurses and health care assistants registered with LeopardGM will have CRB checked and up to-date record of training and progress.

For our clients in their home environment, LeopardGM aims to provide the highest levels of care and services to enable clients to continue to live in their own homes with dignity and independences. LeopardGM ensures that our home care staff are recruited, inspected and trained against a firm outline. Emphasis is focused on the quality and continuity of our care workers to provide an established, safe and sound environment for all service users.

AIMS AND OBJECTIVES

• To provide an efficient, appropriate and Friendly response to requests for shift covers to our clients and staff.
• To provide our service promptly to our clients 24 hours a day every day of the week.
• To maintain policies and procedures up to date with current development of practice.
• To offer fast and friendly services to the client’s last minute shift cover.
• To provide a quick response to requests for shift cover to make the usage of agency more cost effective.
• To provide skilled and highly experienced staff at all times.
• To abide with all the requirements of The Care Quality Commission and reflect this in our manoeuvre.
• To make sure our staffs receives suitable training as part of their professional development and as part of our assurance to providing reliable and high quality standard of staff.
• To ensures that complaints from staff and Clients are dealt with promptly. LeopardGM will keep both parties informed of actions taken and will facilitate an outcome
• To obey the rules fully with all the requirements of policy, contracts and other agreements that lawfully applies to the agency.

THE COMPLAINTS PROCEDURE

The agency treats all complaints seriously, ensures that the appropriate level of confidentiality is maintained and takes appropriate action where it is just and equitable to do so. The agency is customer driven and treats all complaints as an opportunity to continually improve the level so service it provides to all its clients.

The agency fully supports and co-operates with any investigations that are initiated and undertaken by any one of the recognised health sector professional bodies.

Guiding principles

• All complaints are handled with sensitivity and the appropriate level of confidentiality
• The complainant is regularly updated on the progress of their complaint
• The outcomes of the complaints are communicated in writing.
• Upheld complaints against a member of staff are dealt with by way of the agency’s disciplinary procedures as appropriate.
• A record of all complaints and action taken are recorded centrally and reviewed on a quarterly basis by the office manager as part of the agency’s continuous improvement processes.
• The agency’s complaints procedures is in a two-stage process that has clearly defined levels of accountability and timescales by which key action must be completed.

STAGE 1

The nurse administrator manages all complaints received in respect of either a staff member or service provider by the agency. Receipt of complaints is acknowledged in writing within 72 hours of receipt. Where a complaint has been made against a member of staff the nature of that complaint are made to the individual concerned who will be seen as part of the investigation and given an opportunity to respond. The agency worker must ensure that such action complained of does not occur. The nurse administrator thoroughly investigates the complaint and ensures that the outcome of the investigation is communicated in writing within 15 working days of receipt. Where a complaint has not been resolved to the satisfaction of the complainant the second stage of the complaints procedure are activated.

STAGE 2

Unresolved complaints at stage one is allocated to a senior manager within the agency for review and further investigation. A full report from the nurse administrator setting out all previous action taken and the outcome of the stage one complaint are made available to the senior manager. In the investigation the complaint, the senior manager contacts the complainant to ascertain their version of events and how the matter can be resolved to their satisfaction. Upon completion of the review and supplementary investigation, the senior manager’s findings are confirmed in writing to all interested parties. These in all but exceptional circumstances are completed within 15 working days of the second stage process being initiated. If the complainant is dissatisfied with the response they may report the complaint to the CARE QUALITY COMMISSION www.carequality.co.uk telephone no. 03000 616161