El Roi Policy

El Roi Ltd
El Roi Ltd also operates under the trading name Trinity Living Care for the provision of domiciliary and community-based services.
Full Policy Manual
More Than Care. We See People
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
1. Absence and Timekeeping Policy
Punctuality and attendance are essential for all El Roi Ltd agency workers. Agency workers must arrive at their booked care home shifts on time and be prepared to work professionally. Reliability is crucial for maintaining trust with client organisations and ensuring continuity of care.
Shift Attendance Expectations
Arrive at the booked care home shift on time and ready to work
Contact the care home directly if running late, following their preferred communication method
Notify El Roi Ltd immediately if you are running late or unwell
Be prepared and professional throughout your shift
Cancelling Shifts
Standard notice: 12-24 hours minimum notice required
Emergency situations: Contact El Roi Ltd immediately for illness, family emergencies, or unforeseen circumstances
Procedure: Contact El Roi Ltd first, then the care home if instructed to do so
Impact on Client Trust
As a care staffing agency, reliability from our agency workers directly impacts our contractual relationships with client organisations. Unreliable attendance:
Damages El Roi's reputation with care homes
Affects continuity of care for vulnerable residents
Places additional burden on care home staff
May result in loss of future placement opportunities
Consequences of Poor Attendance
First instance: Verbal discussion and guidance
Repeated lateness: Formal review and potential reduction in shift offers
No-shows or persistent unreliability: May result in removal from the agency rota
Serious breaches: Immediate termination of agency relationship
Record Keeping
Agency workers must maintain accurate records of their working hours and report any discrepancies to El Roi Ltd promptly.
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
3. Code of Conduct Policy
We expect high standards of behaviour, professionalism and reliability from our agency workers. Our Code of Conduct is aligned with Skills for Care and CQC expectations. Agency workers must work with integrity, respect, and compassion, always prioritising the welfare of the service users within the host organisations, and adhering to both El Roi Ltd's policies and the host organisation's procedures.
Our Core Values in Action
El Roi Ltd's Code of Conduct reflects our commitment to excellence in providing professional agency staff for care settings. Every agency worker, regardless of role, is expected to embody our values of compassion, integrity, respect, and accountability. These values guide decision-making, shape interactions with service users at host organisations, colleagues, and host organisation staff, and underpin everything we do. Our reputation depends on each person upholding these standards consistently, recognising their dual responsibility to El Roi Ltd and the host organisation.
Compassion
Show kindness and empathy in every interaction with service users and colleagues at host organisations
Honesty
Be truthful and transparent in all communications with El Roi Ltd, host organisations, and service users
Respect
Value diversity and treat everyone, including service users, host organisation staff, and colleagues, with dignity
Reliability
Be punctual, dependable and consistent, fulfilling all commitments to both El Roi Ltd and host organisations
Excellence
Strive for the highest standards in all duties, adhering to both El Roi Ltd's standards and host organisation's procedures
Teamwork
Collaborate effectively with El Roi Ltd, colleagues, and staff at host organisations to ensure seamless service delivery
Expected Standards of Behaviour
Agency workers must arrive on time for shifts at host organisations, properly prepared and equipped for their duties. Communication with service users, their families, host organisation staff, and El Roi Ltd colleagues must be respectful, clear, and professional at all times. Agency workers must maintain confidentiality, follow both El Roi Ltd's policies and the host organisation's procedures diligently, and take responsibility for their actions. Bullying, harassment, discrimination, dishonesty, or behaviour that brings El Roi Ltd or the host organisation into disrepute will not be tolerated. Agency workers must be fit for duty and must not work under the influence of alcohol or non-prescribed drugs.
Personal conduct outside of work should not compromise professional standing or public confidence in the care sector, or negatively impact El Roi Ltd's relationship with client organisations. Agency workers must disclose any criminal convictions, cautions, or investigations promptly to El Roi Ltd. Safeguarding concerns must be immediately reported to both the host organisation's designated safeguarding lead and El Roi Ltd. Social media use must be professional and respectful – never post about service users or staff at host organisations, or content that could bring El Roi Ltd or the client organisation into disrepute.
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
5. Complaints Policy
We value all feedback and aim to resolve complaints promptly and fairly. El Roi Ltd staff must respond professionally to any dissatisfaction expressed. Agency workers, client organisations, and stakeholders are encouraged to report concerns using our complaints process. Records of all complaints will be kept and reviewed to improve services and ensure regulatory expectations are met.
Policy Statement
El Roi Ltd views complaints as opportunities to learn and improve. We welcome feedback from agency workers, client organisations, and El Roi staff. Every complaint is taken seriously and handled with sensitivity and professionalism. We aim to resolve issues at the earliest possible stage, maintaining open communication throughout the process, and adhering to all CQC requirements.
Raise Concern
Complaint received verbally or in writing from an agency worker, client organisation, service user, or their representative.
Acknowledge
Formal acknowledgement issued within 3 working days to the complainant.
Investigate
Fair and thorough review of all evidence, engaging relevant parties from El Roi and/or the client organisation, with due regard to the nature of the complaint.
Resolve
Outcome communicated within 20 working days, with clear actions to address the complaint and prevent recurrence. Extensions will be communicated with justification.
Making a Complaint
Agency workers, client organisations, service users, or their representatives can make complaints verbally to any member of El Roi staff or in writing to the registered manager. We will acknowledge receipt within three working days. Our aim is to provide a full response within 20 working days. If we need more time for complex investigations, we will communicate the reasons for the delay and provide an updated timeframe. Throughout the process, we offer support to complainants, ensuring they are informed of progress and their concerns are heard. The process is adaptable to different types of complaints, whether they relate to service delivery, staff conduct, or administrative issues, always focusing on fairness and thoroughness.
Documentation and Record-Keeping
All complaints, regardless of their nature or outcome, will be recorded in a central log. This includes details of the complaint, the investigation steps taken, any communication with the complainant, and the final resolution. All records will be maintained securely and confidentially, in compliance with data protection regulations, and accessible for review by regulatory bodies.
Learning from Complaints and Service Improvement
El Roi Ltd is committed to continuous improvement. We regularly review all complaints to identify underlying causes, recurring themes, and areas for improvement in our services, policies, and staff training. Findings from complaint investigations will be used to implement corrective actions, update procedures, and share lessons learned across the organisation to enhance the quality and safety of care and service delivery.
Annual Complaints Analysis and Reporting
An annual report will be compiled, summarising the types and volume of complaints received, key findings, and actions taken as a result. This report will be reviewed by senior management and shared with relevant stakeholders to demonstrate accountability and our commitment to learning and improvement.
Escalation and Independent Review
Independent Support and Escalation: If you are not satisfied with our response regarding a complaint, particularly those related to regulated care services provided via an agency worker, you have the right to escalate your concern to independent bodies for review.
Local Government and Social Care Ombudsman (LGSCO): Investigates complaints about adult social care and local government services. You can contact them after you have completed our complaints process. 
Website: www.lgo.org.uk 
Phone: 0300 061 0614 
Address: PO Box 4771, Coventry CV4 0EH
Care Quality Commission (CQC): The independent regulator of all health and social care services in England. While the CQC cannot investigate individual complaints, they welcome information about services, which helps them decide when, where, and what to inspect. 
Website: www.cqc.org.uk 
Phone: 03000 616161 
Address: CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Advocacy Services: Service users requiring assistance in making a complaint can access independent advocacy services. These services provide support to express your views, wishes, and concerns. Information on local advocacy services can be provided upon request from El Roi Ltd staff, or by contacting your local council.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
6. Confidentiality and GDPR Policy
All personal information related to agency workers, client organisations, and any individuals encountered within host care settings must be handled with care and only shared on a need-to-know basis. El Roi Ltd complies with the Data Protection Act 2018 and UK GDPR. El Roi staff are not to disclose agency worker, client organisation, or sensitive information from host settings without proper authorisation. Breaches will result in disciplinary action.
Lawfulness and Fairness
We process personal data lawfully, fairly and transparently. Agency workers and client organisations are informed about how their information is used and have the right to access their records.
Purpose Limitation
Personal data is collected only for specified, explicit and legitimate purposes, primarily for recruitment, placement, and ensuring regulatory compliance. We do not use information in ways incompatible with those purposes.
Data Minimisation
We collect only the information necessary for our agency operations and business purposes. Excessive or irrelevant data is not retained.
Security and Accountability
Appropriate technical and organisational measures protect personal data from unauthorised access, loss, or damage. We maintain records of all processing activities and ensure agency workers understand their responsibilities regarding data in host settings.
Handling Confidential Information
Agency workers must never discuss confidential information in public or with unauthorised persons, except for safeguarding purposes. Workers must follow both El Roi's and host organisation's confidentiality policies. Documents must be stored securely, electronic records password-protected, and sensitive emails encrypted where possible.
Any confidentiality breach must be reported immediately to your line manager and El Roi's Data Protection Officer. Host organisation breaches must also be reported to the relevant contact within that organisation. Serious breaches may require ICO reporting within 72 hours. Deliberate breaches will result in disciplinary action up to dismissal.
Secure Handling of Client Records in Homes (Domiciliary Care)
When providing domiciliary care, agency workers are responsible for securely handling client records within the client's home. Physical records must be kept out of sight, protected from unauthorised access by family members or visitors, and never left unattended. Records should be stored in a secure location during the visit and removed from the premises upon departure, unless otherwise specified by a formal agreement with the client organisation. Confidential discussions must take place in a private setting to prevent eavesdropping.
Mobile Device Security and Data Protection
All mobile devices used for El Roi Ltd work, whether company-issued or personal (if approved under a 'bring your own device' policy), must be secured. This includes strong password/PIN protection, encryption of the device and any stored data, and up-to-date security software. Sensitive client information should not be stored directly on mobile devices unless absolutely necessary and, if so, must be within secure, encrypted applications. Remote wipe capabilities must be enabled for company devices. Any loss or theft of a mobile device used for work must be reported immediately.
Information Sharing Rules (Domiciliary Care)
Information sharing must always be on a strict "need-to-know" basis. When sharing client information with healthcare professionals (e.g., GPs, nurses), it must be for the purpose of direct care or treatment and in the client's best interest. Sharing with family members or other third parties requires explicit, documented consent from the client or their legal representative, unless there is a clear safeguarding concern or legal obligation to disclose. Workers must always verify the identity of individuals requesting information.
Consent for Information Sharing (Domiciliary Care)
El Roi Ltd obtains and documents explicit consent from clients, or their legal representatives, for sharing their personal and sensitive information with individuals beyond their direct care team (e.g., specific family members). Clients are fully informed about what information will be shared, why, and with whom, ensuring consent is freely given, specific, informed, and unambiguous. Clients have the right to withdraw their consent at any time, and this withdrawal will be respected and recorded, impacting future information sharing as appropriate.
Data Breach Procedures and Notification (Domiciliary Care)
In addition to general breach procedures, specific protocols are in place for domiciliary care. This includes procedures for lost or stolen physical records during transit, unauthorised access to electronic records on mobile devices, or accidental disclosure in a client's home. All potential breaches, no matter how minor, must be reported immediately to the line manager and El Roi's Data Protection Officer. We will assess the risk to individuals' rights and freedoms and, if required, notify the Information Commissioner's Office (ICO) within 72 hours and inform affected individuals without undue delay.
Secure Transportation of Records Between Locations
When physical client records are transported between a client's home, El Roi Ltd's office, or any other approved location, they must be securely contained (e.g., in a locked bag or secure folder). Transport should be direct, and records must never be left unattended in vehicles or public spaces. Digital records are preferred for transport and must always be encrypted and accessed via secure, authenticated systems. The aim is to minimise the transportation of physical sensitive data as much as possible.
Access Controls for Electronic Records
Access to electronic client records, including those managed by El Roi Ltd or through client organisation systems, is strictly controlled on a role-based access system. Only authorised personnel with a legitimate need-to-know can access specific client data relevant to their role. Each staff member will have a unique user ID and password, and access will be regularly reviewed and revoked upon changes in role or employment. All access and modifications to electronic records are subject to audit trails to ensure accountability.
Retention and Disposal of Personal Data (Domiciliary Care)
Personal data related to domiciliary care clients is retained only for as long as necessary to fulfil the purposes for which it was collected, and in compliance with legal and regulatory requirements (e.g., CQC guidelines, local authority contracts). Once the retention period expires, all personal data, whether physical or electronic, is securely disposed of. Physical records are shredded or incinerated by approved methods, and electronic data is permanently deleted using secure erasure techniques that prevent recovery.
Client Rights Under GDPR
Clients receiving domiciliary care have several rights under GDPR, which El Roi Ltd fully respects and supports: the right to be informed about data processing, the right to access their personal data, the right to rectification of inaccurate data, the right to erasure ('right to be forgotten'), the right to restrict processing, the right to data portability, and the right to object to processing. Information on how clients can exercise these rights will be clearly provided, and requests will be handled promptly and transparently.
Privacy Notices and Consent Procedures (Domiciliary Care)
All domiciliary care clients, or their legal representatives, will receive a clear and concise privacy notice outlining how El Roi Ltd collects, uses, stores, and shares their personal data. This notice will explain their rights under GDPR. Where necessary, specific consent will be obtained for processing activities not covered by contractual obligations or legitimate interests, such as for marketing purposes or sharing with specific third parties. Consent forms are designed to be easily understood and include options for withdrawing consent.
Staff Training on Data Protection in Community Settings
All El Roi Ltd staff involved in domiciliary care receive mandatory and regular training on data protection and confidentiality, specifically tailored to the unique challenges of working in community and client home settings. This training covers GDPR principles, secure handling of records, mobile device security, information sharing protocols, identifying and reporting data breaches, and respecting client rights. Refresher training is provided annually and whenever there are significant changes to legislation or policy, ensuring staff are fully aware of their responsibilities.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
7. Contractual and Fee Structure Policy
El Roi Ltd maintains transparent, fair, and legally compliant contractual and financial arrangements with all clients, staff, and partners, clearly defining obligations and rates.
Scope
This policy applies to all agreements with clients, staff (Healthcare Assistants, Support Workers, Nurses), and partner organisations.
Key Aspects of Our Contractual & Fee Structure
Client Agreements
Written Service Level Agreements (SLA) and Rate Sheets provided.
Rates include statutory costs; reviewed and updated regularly.
Clients are notified of any changes.
Worker Agreements
Workers are engaged on Zero-Hour Contracts with weekly/fortnightly pay.
Pay complies with UK employment law and national minimum wage.
Deductions (tax, NI, pension) are per HMRC regulations; holiday pay rolled up where applicable.
Fee Structure
Rates reflect staff pay, statutory costs, and operational overheads.
Competitive, transparent, and regularly reviewed rates.
El Roi Ltd aims to match or beat verified competitor rates.
Invoicing and Payment
Weekly invoices issued with authorised timesheets.
Payment terms are 14 days from invoice date.
Late payments may incur administrative fees.
All transactions via El Roi Ltd's registered business account.
Dispute Resolution
Payment or rate disputes are handled promptly by management as per our Complaints Policy.
This policy is reviewed annually or upon regulatory changes.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
8. Dementia Awareness Policy
Purpose
El Roi Ltd is committed to ensuring all staff understand the needs, experiences, and dignity of people living with dementia.
Policy Statement
Dementia affects memory, communication, and behaviour in different ways for every individual. Our approach is grounded in empathy, patience, and respect. We expect all staff to adopt person-centred care practices that promote comfort, inclusion, and safety.
Our Commitment
Staff Training
Staff will complete dementia awareness training before placement.
Calm Communication
Communication should always be calm, clear, and reassuring.
No Arguments
Staff should avoid correcting or arguing with individuals who are confused.
Recognise Triggers
Staff should recognise and record behavioural or environmental triggers.
Dignity and Choice
Staff must support dignity, privacy, and choice at all times.
Individualised Care
The care provided should reflect the individual's life history and preferences.
Monitoring and Review
Training compliance and staff feedback will be reviewed annually.
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.
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.
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
10. Third-Party Referral Policy
Purpose
This policy ensures transparency and integrity in all referral arrangements made by El Roi Ltd involving clients, care homes, or candidates.
Policy Statement
El Roi Ltd may occasionally receive or make referrals to other organisations. These will always be handled professionally, ethically, and in accordance with data protection and confidentiality laws.
Guidelines
All referral agreements must be transparent and documented.
No referral will take place without the individual's consent.
El Roi Ltd will never sell, trade, or misuse personal data.
Any referral fees or incentives will be clearly declared and compliant with relevant regulations.
Information shared with third parties must be limited to what is necessary for safe and lawful operation.
All data transfers must comply with UK GDPR and confidentiality policies.
Monitoring and Review
This policy will be reviewed annually to ensure compliance with CQC standards and data protection law.
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.
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.
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.
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
14. Equality, Diversity and Inclusion Policy
El Roi Ltd promotes inclusion, equality, and respect across all operations, agency workers, and client interactions. Discrimination, harassment, or victimisation will not be tolerated. Agency workers must treat others fairly regardless of protected characteristics and uphold these principles in all placements.
Our Commitment to Equality
El Roi Ltd celebrates diversity and believes everyone deserves dignity and respect. We actively challenge discrimination and ensure agency workers are equipped to operate in inclusive environments across all placements.
Age
Equal treatment and opportunities for agency workers of all age groups, within El Roi and client settings
Disability
Reasonable adjustments and inclusive practices for agency workers, in collaboration with client organisations
Gender
Fair treatment for all agency workers regardless of gender identity or expression, reflecting El Roi's values and those of client organisations
Race & Religion
Respect for cultural backgrounds and beliefs among agency workers and within client organisation environments
Sexual Orientation
An inclusive environment for all agency workers, ensuring respect and understanding in all placements
Challenging Discrimination
Agency workers experiencing discrimination must report it immediately to their El Roi line manager. All complaints will be investigated thoroughly. Workers are encouraged to challenge inappropriate behaviour constructively. Training is provided on Equality Act 2010 duties and client organisation policies.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
15. Health and Safety Policy
The health, safety and welfare of El Roi's staff, agency workers, and the public are paramount. El Roi agency workers are required to comply with the health and safety policies and procedures of both El Roi Ltd and the client organisations they are placed with. We aim to provide safe working conditions, conduct risk assessments, and comply with the Health and Safety at Work Act 1974. All agency workers must follow procedures, use PPE correctly, and report any hazards or incidents without delay.
Our Commitment
El Roi Ltd takes its legal and moral obligations seriously. We conduct regular risk assessments of our own operational activities, premises, and equipment. El Roi agency workers receive comprehensive training on health and safety procedures relevant to their roles, encompassing both El Roi's policies and general best practices for care settings. We maintain up-to-date records of incidents, near misses, and corrective actions taken involving our agency workers.
01
Identify Hazards
Be constantly aware of potential risks in your working environment, adhering to both El Roi and host organisation guidelines.
02
Assess Risks
Evaluate the likelihood and severity of potential harm in line with host organisation policies.
03
Implement Controls
Put measures in place to eliminate or minimise risks, following host organisation and El Roi procedures for safe practice.
04
Report and Review
Report all incidents, hazards, or near misses immediately to both the host organisation and El Roi Ltd, and continuously improve safety procedures.
Agency Worker Responsibilities
Agency workers must ensure their own safety and that of others by following both El Roi and host organisation procedures, using equipment properly, wearing PPE, and reporting incidents to both parties. Workers must only undertake tasks they are trained for and follow host setting protocols for medication, infection control, and care procedures.
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. This applies equally to care provided in residential settings and within clients' own homes (domiciliary care). 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
Standard Infection Control Precautions (SICP) in Domiciliary Care
When working in a client's home, agency workers must adapt IPC principles to the home environment, respecting the client's living space while ensuring safety. This includes.
Hand Hygiene: Always perform hand hygiene before and after each client contact. Where dedicated handwashing facilities with soap and running water are not readily available or accessible, agency workers must utilise portable hand sanitising solutions (at least 60% alcohol-based) provided by El Roi Ltd or the client organisation.
PPE Requirements: Agency workers must assess the risk for each care activity to determine the appropriate PPE (e.g., gloves, aprons, fluid-resistant masks). PPE must be donned and doffed safely, in line with training and client organisation policy, and never reused. Dispose of used PPE correctly.
Waste Disposal in Clients' Homes: All waste generated during care, particularly infectious or clinical waste, must be segregated and disposed of safely and responsibly, following the client organisation's specific procedures, and local authority guidelines for domestic waste. Sharps bins must be provided for needles and other sharp instruments and disposed of by a licensed waste carrier.
Environmental Cleaning: While respecting the client's home, maintain high standards of cleanliness for areas directly involved in care delivery (e.g., bathroom, kitchen surfaces used for food preparation). Use cleaning products provided by the client or recommended by El Roi Ltd, following manufacturer guidelines and client organisation protocols. Any equipment brought into the home by the agency worker must be clean before use and cleaned appropriately before being transported to another home.
Laundry Handling: Soiled linen, clothing, or other fabrics in the client's home should be handled with care, minimising agitation to prevent aerosolisation of contaminants. Follow client organisation guidelines on laundering (e.g., washing temperatures) or bagging for off-site cleaning, ensuring clear communication with the client or their family.
Food Hygiene and Preparation Safety: When assisting with food preparation, follow strict food safety principles to prevent contamination. This includes thorough hand washing, ensuring clean preparation surfaces, proper storage of food, and cooking to the correct temperatures, in line with client organisation and general food safety guidelines.
Transportation of Equipment: All equipment transported between clients' homes (e.g., hoists, mobility aids) must be thoroughly cleaned and disinfected according to El Roi Ltd's and the client organisation's IPC protocols before and after each use to prevent cross-contamination.
Managing Outbreaks and Specific Infections in Community Settings
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 or when managing specific infectious diseases in a client's home, strict adherence to client-directed additional precautions (e.g., restricted movement, enhanced PPE, increased cleaning) is mandatory.
COVID-19 and Other Infectious Diseases: 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. For other infectious diseases (e.g., Norovirus, influenza), follow specific guidelines provided by the client organisation, El Roi Ltd, and public health authorities.
Symptom Management and Exclusion: 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 regarding isolation and testing. Return to work only when medically cleared and compliant with national and client organisation guidance.
Staff Health Monitoring and Exclusion Criteria
El Roi Ltd prioritises the health of its agency workers and the safety of clients. Agency workers are responsible for monitoring their own health and promptly reporting any signs of illness that could pose an infection risk to clients. This includes:
Reporting symptoms of infectious diseases (e.g., fever, cough, vomiting, diarrhoea, rash) to El Roi Ltd and the client organisation immediately.
Adhering to exclusion criteria as advised by medical professionals, public health guidance (e.g., NHS), or El Roi Ltd, which may require temporary removal from duties to prevent transmission.
Maintaining up-to-date immunisations as recommended for healthcare workers (e.g., influenza, MMR), where required by client organisations or advised for personal protection.
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18. Lone Working Policy
Agency workers engaged in lone working must inform El Roi management and the host organisation of their location and expected return times, and have access to a phone and emergency procedures. All lone working situations require a joint risk assessment by El Roi and the host organisation to ensure safety, balancing care delivery independence with worker wellbeing.
Managing Lone Working Risks
Risk Assessment
Collaborate with host organisations on individual risk assessments for each lone working situation. Agency workers must be familiar with both El Roi's and the host organisation's assessments.
Communication Protocol
Agency workers must carry a charged mobile phone and inform both El Roi and the host organisation of their location and completion time.
Check-In Procedures
Follow agreed regular check-in calls or messages with both El Roi and the host organisation, with escalation if contact is not made.
Emergency Response
Agency workers must be aware of and follow both El Roi's and the host organisation's emergency procedures, accessing relevant contacts and summoning help when needed.
Agency Worker Responsibilities
Before lone working, ensure you have received appropriate training from both El Roi and the host organisation and have access to necessary safety equipment. Always inform El Roi and the host organisation of your schedule. If a situation feels unsafe or circumstances change, contact both immediately and do not proceed. Trust your instincts – your safety is our priority. Never put yourself at risk.
Emergency Situations: If you feel threatened or unsafe during a lone working placement, leave immediately and contact emergency services if necessary. Then inform both El Roi management and the host organisation. We will support you fully.
Mandatory Check-in/Check-out Procedures for Home Visits
For all domiciliary care visits, agency workers must adhere to mandatory electronic or verbal check-in upon arrival at the client's home and check-out upon departure. This system ensures El Roi and the host organisation are aware of the worker's presence and safe completion of the visit. Non-compliance or missed check-ins will trigger escalation protocols to ensure worker safety.
Emergency Protocol and Escalation Procedures
Agency workers must be fully conversant with the emergency protocol provided by El Roi and the host organisation. This includes clear steps for various emergencies (e.g., medical, fire, personal threat). Escalation procedures involve immediate notification to the designated contacts at both El Roi and the host organisation, followed by a detailed incident report. Critical emergencies may require direct contact with emergency services before informing management.
Staff Safety During Home Visits: Personal Safety Measures
Agency workers must adopt personal safety measures when conducting home visits. This includes being aware of their surroundings, avoiding carrying valuables, ensuring their mobile phone is charged and accessible, and planning their route to and from the client's home, especially during unsocial hours. Workers should trust their instincts and withdraw from any situation they perceive as unsafe.
Risk Assessment for Lone Working in Different Client Homes
Prior to any lone working assignment in a client's home, a comprehensive, client-specific risk assessment must be conducted jointly by El Roi and the host organisation. This assessment will identify potential hazards related to the client's environment, condition, history, and the nature of the care required. Agency workers must review and understand these assessments before commencing care and report any discrepancies or new risks identified during the visit.
Communication Systems and Emergency Contact Procedures
Agency workers are required to carry a fully charged mobile phone with adequate signal during all lone working visits. They must have immediate access to a list of emergency contact numbers for both El Roi and the host organisation, as well as local emergency services. Communication protocols will outline how and when to use these contacts, ensuring timely support and intervention.
Procedures for Dealing with Aggressive or Threatening Situations
El Roi has a zero-tolerance policy for aggression or threats towards its agency workers. In the event of an aggressive or threatening situation, agency workers must: prioritise their personal safety, withdraw from the situation if possible, and immediately report the incident to both El Roi and the host organisation. If immediate danger exists, emergency services must be contacted without delay. Support and debriefing will be provided to affected workers.
Environmental Risk Assessment in Clients' Homes
While respecting client privacy, agency workers should conduct a basic environmental assessment upon arrival at a client's home, noting any immediate safety concerns (e.g., trip hazards, accessibility issues, lack of lighting). Any significant environmental risks that could compromise worker or client safety must be reported immediately to the host organisation and El Roi for resolution.
Buddy System and Support Networks
Where appropriate and feasible, El Roi encourages the use of a buddy system or informal support networks for agency workers engaged in lone working, particularly for new assignments or complex care situations. This involves a designated colleague or supervisor maintaining regular contact and offering peer support. Workers are encouraged to utilise internal El Roi support channels for advice and assistance.
Technology Solutions for Lone Worker Safety
El Roi may implement or recommend approved technology solutions to enhance lone worker safety, such as dedicated lone worker apps with GPS tracking, panic buttons, or automated check-in reminders. Agency workers are expected to familiarise themselves with and utilise any provided safety technology as part of their lone working duties.
Incident Reporting for Lone Working Safety Concerns
Any incident, near-miss, or concern related to lone working safety, no matter how minor, must be promptly and accurately reported through both El Roi's and the host organisation's incident reporting systems. This includes environmental hazards, challenging client behaviour, or issues with communication systems. Reporting ensures continuous improvement of safety policies and practices.
Training Requirements for Lone Working Safety
All agency workers undertaking lone working assignments must complete mandatory training on lone working safety. This training will cover risk assessment, personal safety techniques, communication protocols, emergency procedures, and the use of any specific safety equipment or technology. Refresher training will be provided periodically to ensure knowledge and skills remain current.
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19. Medication Support Policy
El Roi Ltd agency workers may only administer medication where they have received appropriate training and where the client organisation has provided clear guidance and authorisation. Agency workers must follow the specific medication policy and procedures of the host organisation at all times.
Training, Competency & Assessment
All agency workers involved in medication support must complete "Safe handling of medication" training as a pre-condition before undertaking any medication-related duties. This training must be refreshed as required by legislation and El Roi standards.
Staff Competency Assessment
Agency workers' competency in medication administration will be assessed during initial training and through ongoing supervision and spot checks in line with El Roi's and the host organisation's policies. Any identified gaps will be addressed through further training or direct supervision.
Recording and Documentation
Accurate and timely recording is crucial for safe medication management. Agency workers must adhere to the following:
Medication Administration Record (MAR) Charts
All medication administration, including dosages, times, and routes, must be recorded accurately on the host organisation's MAR chart immediately after administration.
Any refusal, omission, or partial dose must be clearly documented on the MAR chart with an explanation.
Signatures and initials must be clear and legible, corresponding to the agency worker's full name.
Ensure all required fields on the MAR chart are completed as per the host organisation's policy.
Follow the host organisation's specific recording procedures and timings.
Any errors, omissions, or concerns must be reported immediately to both the host organisation's designated person and El Roi Ltd.
PRN (As Required) Medication Protocols
When administering PRN medication, agency workers must:
Confirm the last dose administered and ensure the prescribed interval has elapsed.
Assess the individual's need for the medication based on their care plan and the reason for administration.
Document the reason for administration, the effect of the medication, and the individual's response on the MAR chart and relevant care records.
Report PRN administration to the host organisation's designated staff as per their procedures.
Medication Refusal Protocol
When an individual refuses medication, agency workers must:
Respect the person's right to refuse.
Follow the host organisation's refusal protocol, including offering alternatives if appropriate and possible.
Record the refusal accurately on the MAR chart, noting the reason if known.
Report the refusal to the appropriate person within the host organisation.
Inform El Roi Ltd if required by the host organisation's procedures.
Safe Storage Requirements
When medication is stored in a client's home, agency workers must ensure:
Medication is stored securely to prevent unauthorised access, ideally in a locked cabinet or box, as per the host organisation's policy and client risk assessment.
Medication is stored at the correct temperature and away from direct sunlight, moisture, and extreme temperatures.
Only current medication is stored; expired or discontinued medication must be returned to the host organisation or pharmacy for safe disposal according to local guidelines.
Medication Reconciliation Procedures
Agency workers will participate in medication reconciliation processes as required by the host organisation, which includes:
Verifying medication details (name, dose, frequency, route) against prescriptions, MAR charts, and actual medication.
Reporting any discrepancies to the host organisation's designated person immediately.
Ensuring accurate information is available for all transfers of care.
Controlled Drugs (CDs) Handling
If required to handle controlled drugs, agency workers must:
Adhere strictly to the host organisation's Controlled Drug policy and procedures, which must comply with current legislation.
Ensure dual signing for administration, receipt, and disposal of CDs where required.
Report any discrepancies or concerns with CD stock levels immediately.
Covert Medication Administration
Covert medication administration will only be undertaken if:
A formal mental capacity assessment has determined the individual lacks capacity to make decisions about their medication.
A best interests decision has been made and documented, involving relevant healthcare professionals and, where appropriate, family members.
It is legally authorised and explicitly detailed in the individual's care plan by the host organisation. Agency workers must never initiate covert administration without clear, documented authorisation.
Liaison with Healthcare Professionals and Pharmacies
Agency workers are expected to:
Liaise effectively with GPs, pharmacists, and other healthcare professionals as directed by the host organisation regarding medication queries, issues, or changes.
Ensure all communication is documented as per the host organisation's procedures.
Emergency Medication Procedures
Agency workers must be aware of and follow the host organisation's procedures for:
Emergency medication, such as rescue medication for epilepsy or anaphylaxis.
Knowing the location of emergency medication and how to administer it safely and effectively.
Documenting emergency medication administration and reporting it promptly to the host organisation and relevant healthcare professionals.
Host Organisation Responsibility
The client organisation retains full responsibility for their medication policy, procedures, and oversight. Agency workers are expected to work within these established systems and seek guidance from the host organisation's designated staff when needed.
Incident Reporting
Any medication incidents, errors, or near misses must be reported immediately to both El Roi Ltd and the host organisation's designated contact, following both organisations' incident reporting procedures. This includes:
**Immediate Reporting:** All incidents, including near misses, must be reported as soon as they are discovered.
**Documentation:** Complete all required incident reports accurately and comprehensively, including date, time, type of incident, individuals involved, and actions taken.
**Timescales:** Adhere to the host organisation's stipulated timescales for reporting and follow-up, typically within 24 hours for major incidents.
**Learning and Review:** Participate in any investigations or reviews as required, contributing to learning and preventing recurrence.
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20. Mental Capacity and Consent Policy for Agency Workers
El Roi Ltd agency workers must operate within the framework of the Mental Capacity Act 2005. This includes always assuming an individual has capacity to make their own decisions unless formally assessed otherwise, and seeking consent for all care and support. If an individual lacks capacity for a specific decision, agency workers must ensure decisions made on their behalf are in their best interests, in collaboration with the host organisation's team.
The Five Statutory Principles
1. Presumption of Capacity
Assume capacity unless proven otherwise through formal assessment.
2. Support to Decide
Take all practical steps to help individuals make their own decisions, guided by host procedures.
3. Unwise Decisions
Individuals have the right to make what others might consider unwise decisions; this does not imply a lack of capacity.
4. Best Interests
Any decision for someone lacking capacity must be in their best interests, as determined by host processes.
5. Least Restrictive
Consider less restrictive options before any actions impacting an individual's liberty or autonomy.
Assessing Capacity and Best Interests in Host Settings
Capacity is decision-specific and time-specific. When concerns arise, El Roi Ltd agency workers must follow the host organisation's procedures for capacity assessment, which evaluates the person's ability to understand, retain, weigh, and communicate a decision. Best interests discussions, involving family and professionals, must respect the individual's wishes and values, using the least restrictive option. Agency workers must also be aware of and adhere to host organisation policies regarding Deprivation of Liberty Safeguards (DoLS) and complete Mental Capacity Act (MCA) training, seeking guidance from both El Roi Ltd and host management when necessary.
When and How to Assess Capacity
Agency workers must initiate a capacity assessment when there is a reasonable belief that an individual may have impaired decision-making ability for a specific decision. This should always be in line with the host organisation's policy and conducted using the two-stage functional test:
**Diagnostic Test:** Does the person have an impairment of the mind or brain, whether permanent or temporary?
**Functional Test:** Does the impairment mean the person is unable to:
Understand the information relevant to the decision?
Retain that information long enough to make a decision?
Use or weigh that information as part of the decision-making process?
Communicate their decision (by any means)?
The assessment must focus on the specific decision at hand and be conducted at the time the decision needs to be made, always seeking guidance from the host organisation's designated lead.
Step-by-Step Best-Interest Decision-Making Process
If an individual is deemed to lack capacity for a specific decision, agency workers must contribute to a best-interest decision-making process as guided by the host organisation. This typically involves:
**Consider all relevant circumstances:** This includes the individual's past and present wishes, feelings, beliefs, and values.
**Involve the individual:** Support the person to participate as much as possible in the decision, even if they lack capacity.
**Consult relevant people:** Engage family, friends, carers, and other professionals who know the person well.
**Avoid discrimination:** Do not make assumptions based on age, appearance, or condition.
**Consider less restrictive options:** Explore if the same outcome can be achieved in a way that is less restrictive of the person's rights and freedom of action.
**Weigh up factors:** Balance all relevant factors to determine the decision that is in the individual's best interests.
Recording Requirements for Capacity Assessments and Best-Interest Decisions
Accurate and comprehensive record-keeping is critical. Agency workers must ensure that all discussions, assessments, and decisions related to mental capacity and best interests are fully documented within the host organisation's systems. This includes:
The specific decision being made.
Evidence of the two-stage capacity test.
Details of all practical steps taken to support the individual in making their own decision.
A clear rationale if capacity is determined to be lacking.
Records of all individuals consulted during the best interests decision-making process.
The outcome of the best interests decision and the reasons for it.
Any less restrictive options considered and why they were chosen or rejected.
Involvement of Family, Advocates, and Relevant Professionals
El Roi Ltd agency workers must actively support and facilitate the involvement of key individuals in capacity and best-interest decisions, in accordance with the host organisation's policies. This includes:
**Family and Friends:** Consulting those close to the individual who can offer insight into their past wishes, feelings, beliefs, and values.
**Independent Mental Capacity Advocates (IMCAs):** Referring for IMCA involvement where required by law (e.g., serious medical treatment, long-term change of accommodation, and in cases of Deprivation of Liberty Safeguards), and as per host procedures.
**Other Professionals:** Collaborating with doctors, nurses, social workers, and other specialists to gather all necessary information for a robust decision.
Specific Considerations for Domiciliary Care Settings
In domiciliary care settings, agency workers often work more autonomously. It is crucial to:
Be vigilant for subtle changes in an individual's capacity.
Ensure all capacity assessments and best interests decisions are made in conjunction with the host organisation and relevant family/professionals.
Understand the individual's home environment and routines as part of assessing their best interests.
Recognize that decisions about daily living (e.g., what to eat, wear) may still require capacity assessments.
Adhere strictly to the host organisation's communication protocols regarding capacity and consent with family and other care providers.
Documentation Templates and Record-Keeping Requirements
Agency workers must utilise the host organisation's approved documentation templates for all capacity assessments and best-interest decisions. These templates ensure consistency and compliance. All records must be:
Dated and signed/initialed by the agency worker and any other professionals involved.
Clear, concise, and factual.
Stored securely and confidentially, in line with GDPR and host organisation policies.
Accessible for review and audit purposes.
Review Processes for Capacity Decisions
Capacity is not static and can fluctuate. Agency workers must:
Be aware of and support the host organisation's schedule for reviewing capacity assessments and best-interest decisions.
Promptly report any changes in an individual's condition or circumstances that may impact their capacity to the host organisation's designated lead.
Advocate for re-assessment of capacity if there is reason to believe the individual's ability to make decisions has changed.
Understand that a lack of capacity for one decision does not mean a global lack of capacity for all decisions.
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20a. Duty of Candour Policy
Purpose: El Roi Ltd is committed to being open and honest when things go wrong in the provision of domiciliary care services.
Policy Statement: We will be transparent with service users, families, and relevant authorities when incidents occur that may have caused or could cause harm.
Key Requirements:
Immediate verbal apology and explanation when incidents occur
Written follow-up within 10 working days
Clear documentation of all duty of candour communications
Notification to CQC where required
Learning from incidents to prevent recurrence
Procedures:
Staff must immediately inform their line manager of any incident
Service users and families must be informed as soon as reasonably practicable
All communications must be documented
Follow-up meetings arranged where appropriate
Incident investigation and learning outcomes shared
This policy applies to all staff providing domiciliary care services and ensures compliance with CQC Regulation 20.
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20b. Care Planning and Risk Assessment Policy
Purpose: To ensure person-centred care planning and comprehensive risk assessment for all domiciliary care service users.
Policy Statement: All service users will receive individualised care plans based on thorough assessment of their needs, preferences, and risks, with regular reviews to ensure continued appropriateness.
Person-centred assessment process
Outcomes-focused care planning
Comprehensive risk assessment
Family and advocate involvement
Regular review requirements
Assessment Process:
Initial assessment within 48 hours of service commencement
Holistic assessment covering physical, mental, social, and environmental needs
Risk assessment covering personal safety, environmental hazards, and safeguarding
Service user preferences and desired outcomes identified
Family/carer input where appropriate and consented
Care Planning Requirements:
Clear, measurable outcomes
Specific interventions and approaches
Risk mitigation strategies
Emergency procedures
Communication preferences
Review Process:
Minimum monthly reviews or when needs change
Service user and family involvement in reviews
Documentation of any changes
Updated risk assessments as required
This policy ensures compliance with CQC Regulations 9 and 12.
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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.
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22. Professional Boundaries Policy
El Roi Ltd staff must maintain clear, respectful, and appropriate boundaries with agency workers and professional boundaries with client organisations at all times. Personal relationships, financial involvement, or overfamiliarity are not permitted with agency workers. All contact must be professional and within the scope of your role as a representative of El Roi Ltd.
Why Boundaries Matter
Professional boundaries protect El Roi Ltd, its staff, and its agency workers. They ensure that the relationship remains professional, purposeful, and in the best interests of the agency worker, aligning with the needs of client organisations. Clear boundaries maintain professional integrity, prevent exploitation, and uphold public trust in care staffing services. While we encourage supportive and professional relationships with agency workers, these must always remain within professional limits. Boundaries are not about being cold or distant – they are about maintaining a safe and respectful framework for engagement.
Prohibited Behaviours (with Agency Workers)
Accepting gifts of significant value or money
Borrowing or lending money
Entering into business arrangements
Romantic or sexual relationships
Sharing excessive personal information
Contact outside work duties (calls, social media)
Taking agency workers on personal outings
Appropriate Behaviours (with Agency Workers & Client Organisations)
Warm, friendly, professional manner
Respect for personal space and dignity
Cultural sensitivity and awareness
Clear communication about your role as an El Roi Ltd representative
Declining gifts politely or seeking permission
Maintaining confidentiality
Reporting boundary concerns promptly
Managing Difficult Situations
El Roi Ltd staff may occasionally face situations where maintaining boundaries is challenging, particularly when dealing with agency workers or representatives from client organisations. If an agency worker becomes overfamiliar, makes inappropriate requests, or offers gifts, you must politely decline and explain your professional obligations as an El Roi Ltd employee. Document the incident and inform your line manager immediately. If you feel uncomfortable or unsafe, remove yourself from the situation and seek support. We provide training and supervision to help staff navigate these complex interpersonal dynamics whilst maintaining compassionate and professional support for our agency workers.
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23. Quality Assurance Policy
Purpose
The purpose of this policy is to ensure that El Roi Ltd consistently delivers high-quality staffing services that meet the expectations of our clients, uphold CQC standards, and promote continuous improvement.
Commitment to Quality
We define quality as providing safe, reliable, and person-centred staffing support. Quality assurance is embedded into every aspect of our work — from recruitment and training to feedback and ongoing review.
Our Quality Standards
All staff are fully vetted and trained before placement.
Regular performance reviews and spot checks are conducted.
Clients are encouraged to provide ongoing feedback to monitor satisfaction.
Lessons learned from any concerns or incidents are shared and used to improve service delivery.
Monthly Audit Schedules and Checklists
Detailed monthly audit schedules are implemented across all service areas, utilising comprehensive checklists to ensure compliance with internal policies, CQC regulations, and best practice guidelines. Findings from these audits are documented, reviewed, and inform corrective actions.
Spot Check Procedures for Home Visits
We conduct unannounced spot checks on home visits to objectively assess the quality of care delivery, staff adherence to care plans, and the overall experience of service users. These checks are carried out by senior staff and include direct observation and service user engagement.
Incident Review Processes and Learning Outcomes
All incidents, concerns, or near misses are thoroughly investigated using a structured review process. The focus is on identifying root causes and extracting key learning outcomes, which are then disseminated to relevant staff and integrated into training and policy updates to prevent recurrence.
Continuous Improvement Cycles and Action Plans
El Roi Ltd operates a continuous improvement framework where quality findings, feedback, and incident reviews feed into regular action planning. These plans outline specific, measurable, achievable, relevant, and time-bound (SMART) objectives for enhancing service quality.
Service User Feedback Collection and Analysis
A systematic approach is employed to collect feedback from service users and their families through various channels, including surveys, direct communication, and reviews. This feedback is regularly analysed to identify trends, inform service development, and ensure person-centred care.
Staff Performance Monitoring and Development
Staff performance is continuously monitored through appraisals, supervision, observations, and feedback. Individual development plans are created to address training needs, promote professional growth, and ensure all staff possess the necessary skills and competencies.
Compliance Monitoring with CQC Regulations
Dedicated processes are in place to monitor ongoing compliance with all Care Quality Commission (CQC) fundamental standards and regulations. Regular internal audits and external inspections ensure that El Roi Ltd consistently meets or exceeds regulatory requirements.
Risk Management and Mitigation Strategies
Comprehensive risk assessments are conducted for all aspects of service delivery, from individual care plans to operational procedures. Robust mitigation strategies are developed and implemented to minimise potential risks to service users, staff, and the organisation.
Quality Metrics and Key Performance Indicators
Key Performance Indicators (KPIs) and quality metrics are established to quantitatively measure various aspects of service quality, including incident rates, service user satisfaction, staff retention, and training completion. These metrics are tracked and reviewed regularly.
Management Oversight and Governance Structures
Our governance structure includes clear lines of responsibility for quality assurance. Senior management provides direct oversight, ensuring that quality policies are implemented effectively, and all quality-related matters are regularly reported and addressed at the highest level.
External Quality Assurance and Benchmarking
El Roi Ltd actively participates in external quality assurance programs and benchmarking initiatives. This allows us to compare our performance against industry best practices and identify areas for further improvement based on broader sector insights.
Annual Quality Reports and Improvement Plans
An annual quality report is produced, summarising all quality assurance activities, findings, and performance against KPIs over the year. This report informs the development of the subsequent year's comprehensive quality improvement plan.
Monitoring and Review
Quality audits are completed quarterly, with findings reported to the Managing Director. This policy will be reviewed annually or sooner if required by regulatory change.
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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.
Comprehensive Right to Work Checks and Documentation
All prospective agency workers undergo stringent Right to Work checks in accordance with UK legislation. This involves verifying original identity documents, confirming eligibility to work, and maintaining clear, auditable records of all documentation. Regular follow-up checks are conducted for individuals with time-limited visas to ensure continuous compliance.
Enhanced DBS Checking Procedures and Renewal Requirements
An Enhanced Disclosure and Barring Service (DBS) check is mandatory for all roles due to the nature of working with vulnerable individuals. We follow specific procedures for requesting and reviewing DBS certificates, including a robust risk assessment process for any disclosures. We also ensure timely renewal of DBS checks in line with regulatory guidance to guarantee ongoing suitability.
Reference Checking Process with Minimum Requirements
A minimum of two satisfactory professional references are required, covering the last five years of employment or relevant experience. References are obtained directly from previous employers and validated. Specific questions are asked to ascertain suitability for care roles, honesty, reliability, and any disciplinary history. Any gaps in employment are thoroughly explored.
Competency Assessment Procedures
Beyond interviews, competency assessments are conducted to evaluate practical skills, knowledge, and judgment relevant to specific care roles. These may include practical tests, simulations, or scenario-based questions to ensure candidates possess the necessary capabilities to deliver safe and effective care.
Interview Processes and Assessment Criteria
Our interview process is structured and competency-based, designed to objectively assess candidates against role-specific criteria and our organisational values. All interviews are conducted by trained personnel using standardised questions and scoring matrices to ensure fairness and consistency in assessment.
Induction Requirements and Timescales
All new agency workers complete a comprehensive induction program before commencing any placements. This induction covers company policies, safeguarding, health and safety, relevant care standards, and client-specific protocols. The induction is completed within specified timescales and tailored to the individual's role and previous experience.
Probationary Period Procedures
New agency workers are subject to a probationary period, typically lasting [e.g., three months], during which their performance, conduct, and suitability are closely monitored. Regular reviews are conducted, and support is provided to ensure successful integration and adherence to our standards.
Ongoing Suitability Checks
The suitability of all agency workers is continuously monitored through regular supervision, performance reviews, feedback from clients, and annual appraisals. Any concerns regarding performance or conduct are addressed promptly through established disciplinary procedures.
Professional Registration Verification where Applicable
For roles requiring professional registration (e.g., Nurses, Allied Health Professionals), we verify current registration with the relevant professional body (e.g., NMC, HCPC) before placement and monitor its ongoing validity. Any lapse in registration immediately invalidates placement eligibility.
Health Clearance Requirements
All agency workers are required to undergo health assessments to ensure they are medically fit to perform their duties without posing a risk to themselves or others. This includes vaccination status for certain communicable diseases as required by health and social care settings.
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 age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. Interview panels receive regular training on fair selection practices and unconscious bias. Job descriptions and person specifications clearly define the essential requirements for each agency worker role. We actively welcome applications from diverse candidates and are committed to making reasonable adjustments for disabled applicants throughout the recruitment process, ensuring an inclusive and accessible selection experience.
Record Keeping for Recruitment Decisions
Detailed and accurate records are maintained for every stage of the recruitment and selection process. This includes application forms, interview notes, assessment outcomes, DBS certificates, Right to Work documentation, references, and professional registration verification. These records are securely stored, accessible for audit, and retained in accordance with data protection regulations and CQC requirements.
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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
26. Safeguarding Policy
El Roi Ltd is committed to safeguarding vulnerable individuals. Agency workers must report any concerns about abuse or neglect immediately to both their El Roi line manager and the host organisation's safeguarding lead. We operate in accordance with the Care Act 2014 and expect workers to follow both El Roi's and client organisation's safeguarding policies. All allegations will be investigated promptly. Mandatory safeguarding training is required for all agency workers.
Immediate Reporting Obligation
Report all concerns about abuse or neglect without delay to your El Roi line manager, the designated safeguarding lead within the host client organisation, and the local authority safeguarding team.
Compliance & Adherence
Agency workers must comply with the Care Act 2014, local safeguarding authority requirements, and the safeguarding policies of both El Roi and the host client organisation.
Mandatory Training
Regular safeguarding training and refresher courses are required for all El Roi agency workers to meet CQC standards and ensure up-to-date knowledge and skills.
Key Responsibilities of Agency Workers
Every El Roi agency worker has a personal responsibility to protect vulnerable individuals from harm within the client organisations where they are placed. This includes being vigilant to signs of abuse, whether physical, emotional, financial, sexual, or neglect. Agency workers must maintain professional boundaries whilst building trusting relationships with the individuals they support.
Any suspicion or disclosure must be documented accurately and reported through proper channels to both El Roi and the host client organisation, as well as the relevant local authority, without delay. El Roi Ltd takes a zero-tolerance approach to abuse and will work closely with client organisations, local authorities, police, and regulatory bodies to ensure swift and appropriate action for any reported incidents involving our agency workers.
Safeguarding During Home Visits
When working in domiciliary care settings, agency workers must be particularly vigilant to signs of abuse or neglect within the individual's home environment. This includes observing the living conditions, interactions with family members or other household members, and the individual's overall well-being. Any concerns regarding potential abuse involving family members or others in the household must be reported immediately, following the same dual reporting obligation to El Roi, the client organisation, and the local authority.
Escalation Pathway for Safeguarding Concerns
If you have a safeguarding concern:
Immediately report the concern to your El Roi line manager and the host client organisation's designated safeguarding lead.
If immediate action is required to prevent harm, contact emergency services (e.g., 999) or the local authority adult social care team directly.
Document all observations, actions taken, and communications accurately and promptly.
El Roi will review the report and escalate to the relevant local authority safeguarding team if not already done, and collaborate on further investigation and action.
If you feel your concerns are not being adequately addressed, you must escalate internally within El Roi Ltd to a senior manager or designated safeguarding officer.
Local Authority Safeguarding Procedures
El Roi Ltd adheres to the local authority safeguarding adults procedures in the areas where our services are provided. Agency workers must familiarize themselves with these procedures, which outline the specific steps for reporting concerns, multi-agency responses, and support available for vulnerable adults. Contact details for local authority safeguarding teams will be provided during induction and are available via your El Roi line manager.
Documentation Requirements for Safeguarding Incidents
Accurate and timely documentation is crucial for all safeguarding concerns. Agency workers must record:
Date, time, and location of the incident or concern.
Description of the concern, including specific observations and any direct disclosures.
Details of the individual(s) involved.
Actions taken, including who was informed, when, and by what method.
Any immediate risks identified and steps taken to mitigate them.
All documentation must be factual, objective, and retained securely in accordance with data protection guidelines.
Multi-Agency Working Protocols
El Roi Ltd is committed to effective multi-agency working to safeguard vulnerable individuals. We will cooperate fully with local authorities, police, health services, and other relevant agencies in the investigation and management of safeguarding concerns. Our protocols ensure that information is shared appropriately, within legal frameworks, to facilitate coordinated responses and positive outcomes for those at risk.
Remember: Safeguarding is everyone's responsibility. As an El Roi agency worker, if you see something concerning, speak up immediately to both El Roi, the host organisation, and the local authority. Your vigilance could protect someone's life and wellbeing.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
27. Supervision and Appraisal Policy
El Roi Ltd provides regular supervision and annual appraisals for all agency workers. These sessions offer essential support, feedback, and opportunities for performance review and training discussions, tailored to roles within client organisations. Supervision is a recorded, two-way process, often conducted remotely to accommodate off-site placements.
Purpose of Supervision
Supervision is crucial for professional development and quality care. It allows agency workers to reflect on their practice, discuss challenges, identify learning needs, and feel supported and valued. It also enables El Roi managers to monitor performance, address concerns early, incorporate client feedback, and ensure compliance with all policies.
Supervision Frequency
Agency Support Workers and Health Care Assistants receive supervision at least every 6-8 weeks, with increased frequency for new or probationary workers. Senior staff and managers have quarterly supervision, often via remote communication.
Supervision Agenda
Sessions cover workload, performance, adherence to procedures, training needs, wellbeing, and policy updates. Client feedback is discussed, and workers are encouraged to contribute agenda items.
Annual Appraisals
Comprehensive annual reviews evaluate performance against objectives, incorporating client feedback. They identify career aspirations, set future goals, and ensure continuous professional development and adherence to standards.
Effective Supervision Practice
Supervision sessions should be confidential and free from interruptions. Both supervisor and supervisee must prepare by reflecting on key issues and feedback. Discussions should be honest, constructive, and solution-focused. Records are confidential, and agreed actions must be followed up.
Your Wellbeing Matters: Supervision is an important opportunity to discuss your wellbeing, work-life balance, and any personal circumstances affecting your work. We aim to ensure you feel fully supported to perform effectively and safely in any placement.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
28. Training Requirements Policy
All El Roi Ltd agency workers must complete comprehensive training before undertaking any unsupervised work within client organisations. Training ensures competency, safety, and regulatory compliance across all placements. This policy outlines the mandatory training requirements in line with Care Quality Commission (CQC) regulations and best practice.
Comprehensive Mandatory Training
El Roi Ltd mandates a comprehensive training program for all agency workers. This includes induction training and ongoing mandatory refreshers, with specific timescales to ensure continued competence and compliance.
Mandatory Induction Training
New agency workers must complete mandatory induction training covering the following essential topics. This training must be completed and competencies assessed prior to any unsupervised work:
01
Safeguarding vulnerable adults (within 2 weeks)
02
Moving and handling (within 2 weeks)
03
Infection prevention and control (within 2 weeks)
04
Health and safety awareness (within 2 weeks)
05
Equality, diversity, and inclusion (within 2 weeks)
06
Professional boundaries and conduct (within 2 weeks)
07
Confidentiality and GDPR compliance (within 2 weeks)
08
Basic Life Support/First Aid (within 4 weeks)
09
Fire Safety (within 4 weeks)
10
Food Hygiene (if applicable, within 4 weeks)
Home-Specific Training
Additional training may be required by client organisations to ensure workers are familiar with their specific care procedures, emergency plans, medication policies, and equipment use. This training is mandatory for working in that particular environment.
Shadowing
Agency workers may be required to complete shadowing with experienced staff for familiarity with specific practices and client needs before undertaking independent work. The duration of shadowing will be determined by the client organisation and El Roi Ltd manager.
Annual Refresher Training Requirements
All mandatory training modules must be refreshed annually or more frequently as dictated by legislative changes, client requirements, or industry best practice. Key annual refreshers include:
Safeguarding vulnerable adults
Moving and handling
Infection prevention and control
Basic Life Support/First Aid
Fire Safety
Health and Safety awareness
Training must be refreshed according to:
Legislative requirements
(typically annual)
El Roi Ltd standards
Client requirements
Industry best practice
Supervision Structure and Frequency
In addition to formal appraisals (as per Policy 27), all agency workers will receive regular supervision sessions, ideally on a monthly basis, or more frequently for new workers or those requiring additional support. These sessions provide an opportunity for reflection, feedback, and identification of further training needs related to CQC requirements and worker performance.
Observed Competency Checks and Assessment Procedures
Practical skills and theoretical knowledge are assessed through various methods, including written assessments, practical demonstrations, and direct observation of practice in a simulated or real work environment. Competency checks are conducted at induction, during refresher training, and whenever a specific need is identified, to ensure skills meet the required standards.
Training Records and Documentation Requirements
Comprehensive records of all training undertaken, including dates, modules completed, assessment results, and any identified development needs, are maintained in each worker's personnel file. Workers are responsible for providing certificates or evidence of external training, which will be logged and verified by El Roi Ltd. These records are subject to regular audits for CQC compliance.
Specialist Training for Specific Client Needs
Where a client's needs require specialist care that goes beyond standard mandatory training (e.g., peg feeding, tracheostomy care, advanced dementia care), El Roi Ltd will ensure that workers deployed to such roles receive specific, certified training prior to commencing work. This training is tailored to the individual client's care plan and is mandatory for these specific assignments.
Emergency Training and Procedures
All workers receive training on emergency procedures relevant to healthcare settings, including but not limited to fire safety, evacuation procedures, basic life support, and incident reporting. Client-specific emergency plans are also covered during home-specific training. Regular drills and refreshers are conducted as appropriate.
Continuous Professional Development (CPD) Requirements
El Roi Ltd encourages and supports the continuous professional development of its agency workers. Workers are expected to engage in ongoing learning to enhance their skills and knowledge, keeping abreast of new practices and regulations. CPD activities, such as attending workshops, seminars, or completing e-learning modules, should be recorded and discussed during supervision and appraisal.
Training Evaluation and Effectiveness Monitoring
The effectiveness of all training programs is regularly evaluated through feedback from workers and client organisations, assessment results, and observations of practice. This continuous monitoring helps to identify areas for improvement, ensure training content remains relevant, and demonstrates its impact on service quality and safety in line with CQC expectations.
External Training Providers and Quality Assurance
Where external training providers are utilised, El Roi Ltd conducts due diligence to ensure they meet high standards of quality and deliver CQC-compliant content. Providers are assessed based on their accreditation, trainer qualifications, course content, and feedback from previous participants. Only approved providers are used to ensure the integrity of our training program.
Staff Training Matrices and Tracking Systems
El Roi Ltd maintains a robust training matrix and tracking system to monitor each worker's training status, upcoming refreshers, and identified development needs. This system ensures that all workers remain compliant with mandatory training requirements and are appropriately matched to placements based on their competencies. Managers regularly review the matrix to ensure compliance and plan future training initiatives.
Workers are responsible for attending scheduled training and maintaining competency.
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
29a. Home Visit Protocol Policy
Purpose: To ensure safe, professional, and respectful conduct during all home visits while maintaining service user dignity and safety.
Policy Statement: All staff must follow established protocols when visiting service users' homes, respecting their privacy and maintaining professional standards at all times.
Staff Identification Requirements
All staff must carry and display official El Roi Ltd identification
Staff must introduce themselves and show ID before entering any home
Identification must include photo, name, and contact details
Replacement ID must be requested immediately if lost or damaged
Arrival and Departure Procedures
Log arrival time and any relevant observations
Complete departure log with time and summary of visit
Report any concerns or changes in client condition immediately
Ensure all documentation is completed before leaving
Respecting Clients' Homes
Remove shoes if requested by client or family
Respect house rules and cultural preferences
Maintain cleanliness and tidiness
Ask permission before using facilities or moving items
Respect privacy and personal belongings
Environmental Risk Reporting
Assess and report any safety hazards in the home
Document environmental risks that could affect care delivery
Report maintenance issues that could impact client safety
Escalate urgent safety concerns immediately
Emergency Procedures
Know location of emergency exits and contact numbers
Understand client-specific emergency procedures
Have access to emergency services contact information
Follow lone working safety protocols at all times
This policy ensures safe, respectful, and professional home visits in compliance with CQC requirements.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025
30. Whistleblowing Policy
El Roi Ltd agency workers are encouraged to raise concerns about wrongdoing, risks, or malpractice observed within their placement with client organisations. You can report issues to your El Roi manager, or confidentially to a senior leader. We protect whistleblowers from victimisation under the Public Interest Disclosure Act 1998.
Protecting Agency Workers
El Roi Ltd is committed to maintaining high standards of honesty, openness, and accountability. We recognise that agency workers may sometimes need to raise serious concerns about practices that could harm vulnerable individuals, other staff, client organisations, or El Roi Ltd itself.
What to Report
Danger to health and safety of individuals in care settings
Criminal activity or fraud (e.g., within the client organisation or by other staff)
Failure to comply with legal or regulatory obligations (e.g., CQC, local authority)
Miscarriages of justice or abuse
Environmental damage
Breaches of care procedures or policies within the host setting
Deliberate concealment of wrongdoing
How to Report
Speak to your El Roi line manager
Contact an El Roi senior manager or director
Use El Roi's confidential hotline
Submit a written report to El Roi Ltd
For safeguarding concerns, report immediately to both El Roi Ltd and the host organisation's designated safeguarding lead.
Contact external bodies (e.g., CQC, police, local authority safeguarding teams) if internal routes are not appropriate or adequately addressed
Your Protection
Confidentiality maintained wherever possible
No victimisation or dismissal for genuine concerns raised by agency workers
Support provided throughout the process by El Roi Ltd
Legal protection under PIDA 1998
Anonymous reporting options available
Our Response
All whistleblowing concerns will be taken seriously and investigated promptly in conjunction with relevant client organisations. You will receive acknowledgement and updates where possible. El Roi Ltd will not tolerate harassment or victimisation of whistleblowers. Agency workers raising genuine concerns in good faith will be supported, even if unfounded. Malicious allegations may result in disciplinary action.
El Roi Ltd – Policy Manual | Version 1.0 | October 2025