El Roi Ltd
Full Policy Manual
More Than Care. We See People
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
2. Client & Worker Feedback Policy
El Roi Ltd values feedback from clients and workers as an essential part of maintaining high standards of service and ensuring continuous improvement.
Feedback Principles
We believe open communication helps build trust, strengthen relationships, and identify opportunities to enhance our services. Feedback, both positive and constructive, is encouraged and welcomed at all times.
Feedback Process
Provide Feedback
Clients and workers can provide feedback verbally, in writing, or through the feedback form available on our website or in person.
Management Review
All feedback is reviewed by management within five working days.
Investigate Concerns
Concerns or complaints are logged, investigated, and responded to promptly and fairly.
Share Positive Feedback
Positive feedback is shared with staff to recognise good performance and encourage best practice.
Monitoring and Review
Feedback trends are monitored monthly and form part of the company's quality assurance process. A summary of key findings and improvements is included in quarterly review meetings.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
4. Communication Policy
El Roi Ltd promotes open, clear, and respectful communication. All verbal and written interactions, both internal and external, must be professional and adhere to our policies and host organisation procedures, especially regarding incident reporting and confidential information.
Effective Communication Principles
Clear, timely communication is vital for safe, person-centred care and effective teamwork. Agency workers must proactively and professionally engage with El Roi Ltd colleagues, host organisation staff, service users, their families, and external professionals to ensure coordinated support and prompt issue resolution.
Active Listening
Give full attention, ask clarifying questions, and demonstrate understanding when interacting with service users and host organisation staff.
Clear Expression
Communicate clearly, avoiding jargon, and adapt your style to the audience, always verifying understanding.
Accurate Recording
Document information objectively, factually, and promptly, adhering to the host organisation's record-keeping policies.
Respectful Dialogue
Maintain professionalism in all conversations, being constructive, non-judgmental, and solution-focused.
Communication Channels and Tools
Use El Roi's internal systems (secure messaging, email, phone) and the host organisation's methods (handovers, care records, incident forms). Select channels based on urgency and confidentiality. Urgent safeguarding concerns require immediate verbal and written reporting to both organisations. Confirm receipt of critical communications.
All written communication must be professional and objective. Use accessible language with service users and families, checking understanding and using interpreters when needed.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
9. Net Zero and Environmental Sustainability Policy
Purpose
El Roi Ltd recognises its responsibility to protect the environment and reduce its carbon footprint through responsible business operations.
El Roi Ltd recognises its responsibility to protect the environment and reduce its carbon footprint through responsible business operations.
Policy Statement
We aim to operate in a way that minimises environmental impact while maintaining high standards of service delivery. Sustainability is a shared responsibility across our organisation.
We aim to operate in a way that minimises environmental impact while maintaining high standards of service delivery. Sustainability is a shared responsibility across our organisation.
Our Commitments
Reduce paper use
Through digital documentation wherever possible.
Encourage recycling
And proper waste segregation in all work settings.
Promote energy conservation
By turning off lights and equipment when not in use.
Encourage eco-friendly transport
Staff and partners are encouraged to use eco-friendly transport options.
Engage responsible suppliers
Who demonstrate environmentally responsible practices.
Review environmental impact annually
And update targets accordingly.
Long-Term Goal
El Roi Ltd is committed to supporting the UK's Net Zero strategy by 2050 through continuous improvement in sustainability practices.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
11. Specialist Training Policy
Purpose
El Roi Ltd is committed to ensuring that all staff receive training beyond mandatory requirements, supporting them to deliver safe, effective, and person-centred care in specialist areas.
El Roi Ltd is committed to ensuring that all staff receive training beyond mandatory requirements, supporting them to deliver safe, effective, and person-centred care in specialist areas.
Policy Statement
Specialist training covers additional subjects such as Dementia Care, Learning Disabilities, Autism Awareness, Challenging Behaviour, Mental Health, Diabetes, Epilepsy, and End-of-Life Care.
Specialist training covers additional subjects such as Dementia Care, Learning Disabilities, Autism Awareness, Challenging Behaviour, Mental Health, Diabetes, Epilepsy, and End-of-Life Care.
Our Approach
All staff will complete mandatory training before being offered placements.
Specialist training needs will be identified during induction and supervision.
Courses will be delivered by accredited training providers such as Careskills Academy.
Training certificates will be verified and recorded on the staff training matrix.
Staff are encouraged to request further training to enhance their professional development.
Refresher training for specialist areas will be provided every 12–24 months, depending on the topic.
Compliance
This policy supports the CQC Single Assessment Framework quality statements on workforce competence, induction, and ongoing training.
This policy supports the CQC Single Assessment Framework quality statements on workforce competence, induction, and ongoing training.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
12. Conflict of Interest Policy
Purpose
The purpose of this policy is to protect the integrity and reputation of El Roi Ltd by ensuring that all employees and representatives act in the best interests of the company and its clients.
Definition
A conflict of interest occurs when personal, financial, or other considerations could compromise or appear to compromise an individual's professional judgement or integrity.
Examples of Potential Conflicts
Working for or having financial interest in another care provider without disclosure.
Making decisions that could benefit family or friends over clients.
Accepting gifts or benefits that could influence professional actions.
Procedure
- Employees must declare any potential conflict immediately to management.
- Management will review the situation and determine if action is needed.
- Breaches of this policy may result in disciplinary action.
Responsibility
All staff and representatives are expected to act with honesty, transparency, and accountability in all dealings on behalf of El Roi Ltd.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
13. COVID-19 Guidelines
El Roi Ltd continues to follow public health guidance on infection prevention, including COVID-19 protocols. All agency workers must remain vigilant and follow current guidelines to protect themselves, colleagues, and the vulnerable individuals they support.
Health Monitoring and Reporting
- Report any COVID-19 symptoms immediately to El Roi Ltd before attending any shift
- Follow current isolation guidelines if experiencing symptoms or testing positive
- Inform both El Roi Ltd and the placement setting of any positive test results
- Do not attend work if unwell, even with mild symptoms
Personal Protective Equipment (PPE)
- Wear PPE as required by the placement setting and current guidelines
- Follow proper donning and doffing procedures
- Report any PPE shortages to the care home and El Roi Ltd immediately
- Maintain good hand hygiene practices at all times
Testing and Vaccination
- Adhere to testing requirements as instructed by placement settings or El Roi Ltd
- Follow any vaccination requirements where applicable
- Keep El Roi Ltd informed of your vaccination status if required for specific placements
Workplace Protocols
- Follow all COVID-19 protocols specific to each placement setting
- Maintain appropriate social distancing where possible
- Support infection control measures within care environments
El Roi Ltd will continue to monitor public health guidance and update protocols as necessary to ensure the safety of all agency workers and the individuals they support.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
16. Induction and Training Policy
All new agency workers must complete a comprehensive induction and mandatory training before undertaking unsupervised work. Training must be refreshed according to legislation, El Roi Ltd's policies, and client needs. Agency workers are responsible for actively engaging with all required training to ensure continued professional development and compliance for placement.
Comprehensive Induction Programme
New agency workers undertake a structured induction, aligned with the Care Certificate framework, preparing them for professional placements. It covers El Roi's policies, health and safety, safeguarding, person-centred care, communication, equality/diversity, duty of care, and role-specific competencies. Induction includes guided learning, scenarios, and assessments, tailored to experience and placement requirements.
1
Mandatory Training Modules
Key training includes safeguarding adults, health and safety, infection control, safe moving and handling, first aid, food hygiene, GDPR, equality/diversity, mental capacity/consent, and medication administration (where applicable). Emphasis is placed on adhering to client organisation policies.
2
Refresher Training Schedule
Most mandatory training requires annual refreshers, with specific modules having defined renewal periods dictated by regulatory bodies. Agency workers receive advance notification and are responsible for prioritising attendance to remain eligible for placement.
3
Continuous Professional Development
El Roi Ltd encourages agency workers to pursue additional learning relevant to professional growth and care setting demands, such as specialist training or qualifications, to enhance skills for future placements.
Training Records and Accountability
El Roi Ltd maintains accurate training records. Agency workers are responsible for attending all scheduled training and completing e-learning modules on time. Failure to maintain up-to-date mandatory training may lead to temporary suspension from placement opportunities or disciplinary action. We invest significantly in our agency workers' development and expect active engagement to enhance care quality.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
17. Infection Control Policy
El Roi Ltd's agency workers must adhere to stringent infection prevention and control (IPC) procedures, including diligent hand hygiene, appropriate PPE use, and safe waste disposal. Agency workers must always follow the specific COVID-19 and other infection-specific protocols of the client organisation they are placed with, in addition to El Roi Ltd's general guidance. Compliance with the client organisation's Standard Infection Control Precautions (SICP) is everyone's responsibility and a legal requirement for safe care delivery, protecting all individuals within the care setting and the wider community.
Hand Hygiene
Wash hands before and after every contact with an individual supported by the client organisation and after removing PPE
Use PPE
Wear appropriate gloves, aprons, and masks as required by the task and client organisation's policy
Waste Disposal
Segregate and dispose of waste according to client organisation's procedures and regulations
Clean Environment
Maintain high standards of cleanliness and disinfection as per client organisation's guidelines
Laundry Safety
Handle soiled linen safely and wash at appropriate temperatures, adhering to client organisation's protocols
Managing Outbreaks and Specific Infections
El Roi Ltd's agency workers must be alert to signs of infection in the individuals they support within the client organisation's setting (e.g., fever, cough, rash). Suspected infections must be reported immediately to both the relevant contact at the client organisation and El Roi Ltd for appropriate measures. During outbreaks, strict adherence to client-directed additional precautions (e.g., restricted movement, enhanced PPE, increased cleaning) is mandatory. Agency workers must follow the specific COVID-19 protocols of the client organisation they are placed with, staying updated on testing, isolation, and mask requirements. If symptoms of an infectious illness develop, do not attend work; notify both the client organisation and the El Roi Ltd office immediately, and follow NHS guidance.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
21. Modern Slavery & Human Trafficking Policy
Purpose
El Roi Ltd is committed to preventing modern slavery and human trafficking across all operations and supply chains.
Policy Statement
We maintain a zero-tolerance approach to modern slavery, acting ethically and transparently with robust controls to prevent exploitation.
Our Commitment
Ensure rigorous safer recruitment checks for all staff.
Partner only with suppliers upholding anti-slavery standards.
Provide staff training on exploitation signs and reporting.
Investigate and report all suspicions of slavery or trafficking.
Responsibility
This policy applies to all employees, agency staff, contractors, and partners, with annual review by management.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
24. Recruitment and Selection Policy
El Roi Ltd is committed to fair, transparent and safe recruitment of agency workers. All applicants for agency worker roles are subject to thorough checks, including right to work and Enhanced DBS. Shortlisting and interviews are based on merit, ensuring candidates are suitable for placement within our client organisations. We ensure compliance with safer recruitment practices in health and social care settings.
Safer Recruitment Principles
Recruiting the right agency workers is fundamental to supporting our client organisations in delivering safe, high-quality care. Our recruitment process is designed to attract, select, and appoint individuals who share our values and possess the competence to fulfil their roles effectively in diverse care settings. We follow best practice guidance from Skills for Care, the CQC, and the Disclosure and Barring Service.
1
Application Review
Scrutinise applications for gaps in employment history and verify qualifications relevant for agency worker roles.
2
Interview Assessment
Structured interviews exploring values, competencies, and scenarios relevant to working as an agency worker in various care settings.
3
Reference Checks
Obtain and verify references, exploring any concerns or gaps in employment history, crucial for agency worker suitability.
4
DBS and Right to Work
Enhanced DBS checks and verification of identity and eligibility to work in the UK for all prospective agency workers.
5
Conditional Offer
Employment offered conditional on satisfactory completion of all pre-employment checks, leading to placement eligibility.
Equal Opportunities in Recruitment
All recruitment decisions are based solely on merit, skills, qualifications, and suitability for agency worker roles within client organisations. We do not discriminate on the basis of any protected characteristic. Interview panels receive training on fair selection practices and unconscious bias. Job descriptions and person specifications clearly define the requirements for each agency worker role. We welcome applications from diverse candidates and are committed to making reasonable adjustments for disabled applicants throughout the recruitment process.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
25. Reference Policy
El Roi Ltd requires at least two references for agency workers during recruitment for placement with client organisations. While employment references are preferred, character references or recent payslips may be accepted in specific circumstances, ensuring a balance between safe recruitment and confidentiality.
Reference Requirements and Verification
References are crucial for assessing an agency worker's suitability and work history. We typically seek two employment references covering the most recent two years, ideally from supervisors with direct knowledge of performance.
Employment References
Written references from previous employers confirming employment dates, role, performance, conduct, attendance, and reason for leaving. We investigate any concerns or employment gaps.
Character References
Accepted when employment references are unavailable (e.g., new entrants). These must verify integrity, reliability, and suitability for care work from professional contacts.
Payslip Verification
A recent payslip may be accepted as proof of employment for confidentiality reasons, supplemented by other verification methods.
Reference Verification Process
All references are verified for authenticity by contacting referees directly using independently sourced details. We ask specific questions regarding suitability for working with vulnerable adults, disciplinary history, and re-employment prospects. Vague responses prompt further investigation, and concerns may lead to withdrawal of a placement offer.
For internal promotions or role changes, external previous employer references are still required if the agency worker has been with El Roi Ltd for less than two years, ensuring a complete work history.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
29. Uniform and PPE Policy
Where applicable, El Roi Ltd will provide uniform and required PPE. Agency workers are responsible for keeping uniforms clean and wearing them appropriately. PPE must be worn according to health and safety guidance provided by El Roi Ltd and the client organisation. Damaged PPE should be reported immediately.
Professional Appearance
Uniforms promote a professional image and help client organisations identify El Roi Ltd agency workers. Where uniforms are provided, they must be worn for all duties within client organisations' settings unless otherwise instructed. Uniforms should be clean, well-maintained, and worn with appropriate footwear.
Disposable Gloves
Single-use gloves must be worn for all personal care tasks and when handling bodily fluids, adhering to the client organisation's infection control policies. Change between tasks and never wash and reuse disposable gloves. Dispose of in clinical waste bins.
Disposable Aprons
Wear aprons during personal care, food preparation, and cleaning tasks, as per the client organisation's guidelines. Change aprons between different service users within a client organisation's setting and different tasks. Remove carefully to avoid contamination and dispose of properly.
Face Masks
Use appropriate face masks when indicated by the client organisation's infection control procedures or when working with immunocompromised service users. Follow current public health guidance and client-specific care plans and procedures.
PPE Stock and Maintenance
El Roi Ltd provides adequate supplies of PPE to all agency workers and ensures regular replenishment. Agency workers must check PPE supplies before shifts and request additional stock in advance if running low. Any defective or damaged PPE must be reported immediately and replaced before use. Never use damaged or ill-fitting PPE as it compromises both your safety and infection control procedures. Training on correct PPE usage is mandatory and will be refreshed regularly to ensure competence and confidence. Agency workers must also adhere to the PPE maintenance and storage policies of the client organisation during their placement.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025