24/7 Exceptional Care: Staff Handbook

Welcome to 24/7 Exceptional Care

We are thrilled to welcome you to 24/7 Exceptional Care. As a recruitment company specializing in the healthcare sector, we play a vital role in connecting top talent with healthcare providers, ensuring that patients receive the best care possible. Your contribution to this mission is critical, and we aim to provide you with a supportive environment in which you can grow, learn, and succeed.

Our team is built on the foundation of professionalism, respect, and integrity. This staff handbook is designed to provide you with important information about your role, our company policies, and expectations. It’s a guide to help you navigate your journey with 24/7 Exceptional Care and succeed in delivering high-quality recruitment services.

Our Vision and Mission

Our Vision

To be the leading recruitment provider for clinical and non-clinical staffing solutions in the healthcare industry. We strive to deliver exceptional talent to healthcare providers, enhancing patient care and improving healthcare outcomes.

Our Mission

To connect healthcare providers with highly skilled, compassionate clinical and non-clinical professionals who will contribute to better patient care, operational efficiency, and healthcare system improvements. We are committed to providing exceptional recruitment services by ensuring that all our placements are carefully vetted and match the requirements of both candidates and clients.

Equal Opportunities and Diversity

At 24/7 Exceptional Care, we are committed to creating a workplace that is diverse, inclusive, and free of discrimination. We believe that a diverse workforce enriches the company and enhances our ability to serve the varied needs of our clients and candidates.

Key Principles:

  • We provide equal employment opportunities to all employees and applicants, regardless of race, color, religion, gender, sexual orientation, age, disability, or other protected characteristics.
  • We actively work to prevent discrimination, harassment, or bullying of any kind in the workplace.
  • We strive to create a welcoming and respectful environment where everyone feels valued and can contribute to their fullest potential.

We encourage everyone at 24/7 Exceptional Care to embrace diversity and inclusion as we work together to achieve our goals.

Employee Conduct and Behavior

We expect all employees to maintain the highest standards of conduct and behavior, both in the workplace and when interacting with clients, candidates, and colleagues. Our reputation as a leading healthcare recruitment company is built on the trust and professionalism of our staff.

General Conduct Expectations:

  • Professionalism: Always maintain a high standard of professionalism, including being punctual, well-prepared, and well-groomed.
  • Respect: Treat all colleagues, clients, and candidates with respect and courtesy.
  • Integrity: Always act with honesty, transparency, and integrity in all dealings.
  • Teamwork: Collaboration and mutual support are essential. Foster an environment where everyone can contribute and learn.
  • Communication: Maintain open, clear, and respectful communication with all stakeholders.

Code of Conduct:

  • No tolerance for discrimination, harassment, or bullying in the workplace.
  • Appropriate use of company resources and technology.
  • Maintain professional relationships with clients and candidates at all times.
  • Avoid any behavior that could damage the company’s reputation or operational integrity.

Confidentiality and Data Protection

Given the sensitive nature of the information we handle, confidentiality and data protection are paramount at 24/7 Exceptional Care. We adhere strictly to the General Data Protection Regulation (GDPR) and other relevant privacy laws to protect both candidate and client data.

Key Responsibilities:

  • Confidential Information: Never disclose confidential information, whether written, verbal, or electronic, unless required for legitimate business purposes and authorized by management.
  • Data Security: Ensure that all candidate and client information is stored securely and protected from unauthorized access.
  • GDPR Compliance: Familiarize yourself with and follow GDPR guidelines in relation to the collection, processing, storage, and sharing of personal data.

Handling Sensitive Information:

  • Only access candidate and client data necessary for your role.
  • Ensure that all physical and digital records containing sensitive data are stored securely.
  • Dispose of confidential documents or information in a secure manner (e.g., shredding physical documents, permanently deleting digital files).

Health and Safety

24/7 Exceptional Care is committed to the health, safety, and well-being of all employees, contractors, and clients. We provide a safe and healthy working environment by complying with relevant health and safety regulations.

Health and Safety Responsibilities:

  • Follow all health and safety protocols outlined in this handbook, as well as any specific procedures for your role.
  • Report any hazards or unsafe working conditions immediately to your supervisor.
  • Participate in mandatory health and safety training and refresher courses.

Safe Working Practices:

  • Use all equipment and technology provided by 24/7 Exceptional Care according to the manufacturer’s guidelines.
  • If working remotely or in the field, ensure your environment is conducive to a safe and healthy work routine.
  • Ensure your workspace is clean and free of hazards.

Recruitment and Placement Policies

Our recruitment policies ensure that we select and place the best candidates who meet the requirements of healthcare providers, while also aligning with the needs and culture of the organizations we serve.

Recruitment Process:

  1. Job Briefing and Client Requirements: Understanding the specific needs and criteria of our healthcare clients.
  2. Sourcing Candidates: Utilizing multiple channels to source candidates, including job boards, networking, and our internal database.
  3. Screening and Interviews: Candidates undergo thorough vetting, including reference checks, DBS checks, competency assessments, and interviews.
  4. Placement and Follow-up: Once candidates are placed, we monitor their performance and maintain regular communication with clients to ensure satisfaction.

Clinical and Non-Clinical Recruitment:

Clinical: Nurses, doctors, allied health professionals, medical technicians.

Non-Clinical: Healthcare administrators, HR professionals, IT support, finance, and project managers.

Training and Development

We believe in investing in our staff and providing ongoing opportunities for professional growth and development. We offer training in various areas to ensure that employees stay ahead of industry trends, legal requirements, and best practices.

Training Programs Offered:

  • Clinical Staff Training: Includes clinical skills, medical equipment handling, infection control, patient care protocols, and clinical best practices.
  • Non-Clinical Staff Training: Covers recruitment techniques, client management, compliance with healthcare regulations, and using recruitment software.
  • Mandatory Certifications: Ongoing certification training for specific roles, such as DBS checks, first aid, and fire safety.
  • Leadership Development: Programs for employees who wish to move into managerial or senior roles.

Performance Management

To ensure the highest standard of service, we implement a robust performance management system. We believe in providing regular feedback and setting clear expectations for our staff.

Performance Reviews:

  • Probation Period: New employees will undergo a probationary period during which their performance will be assessed.
  • Annual Performance Reviews: Comprehensive assessments of achievements, strengths, and areas for improvement.
  • Regular Check-ins: Managers will hold regular one-on-one meetings to provide ongoing feedback and coaching.

Setting Goals:

  • Employees are encouraged to set both short-term and long-term goals aligned with 24/7 Exceptional Care’s business objectives.
  • Performance goals should be specific, measurable, attainable, relevant, and time-bound (SMART).

Compensation and Benefits

At 24/7 Exceptional Care, we offer a competitive compensation package to our employees. We believe that our staff should be rewarded for their hard work and commitment.

Salary:

  • Salaries are competitive and based on experience, qualifications, and role within the company.
  • Pay reviews are conducted annually, and adjustments are made based on performance and market conditions.

Benefits:

  • Pension Scheme: A workplace pension plan that provides employees with financial security for the future.
  • Health and Wellbeing Benefits: Access to counseling services, health insurance, and gym memberships.
  • Holiday Leave: Paid holiday leave based on length of service and role.

Other Benefits:

Referral Bonuses: Employees who refer successful candidates may be eligible for referral bonuses.

Workplace Flexibility: Opportunities for flexible working arrangements, including remote work and flexible hours.

Working Hours and Attendance

Maintaining reliable attendance is crucial for our business operations. Employees must adhere to their scheduled working hours and communicate any changes promptly.

Standard Working Hours:

  • Full-time employees are expected to work [insert hours, e.g., 9 am to 5 pm, Monday to Friday].
  • Part-time employees will work fewer hours as agreed in their contract.

Flexible Hours:

  • We understand the need for flexibility and offer options for remote working and flexible hours, where feasible.

Attendance and Absences:

  • Employees are required to inform their manager as soon as possible if they are unable to attend work due to illness or personal reasons.
  • If you need to take time off, please follow the company’s absence reporting process.

Grievance and Disciplinary Procedures

We aim to maintain a positive and productive work environment where any issues or conflicts are addressed fairly and promptly.

Grievance Procedure:

  • Employees who have grievances should first discuss the issue informally with their manager.
  • If the matter cannot be resolved, employees may formally raise the grievance in writing to HR.
  • A meeting will be arranged, and appropriate steps will be taken to resolve the issue.

Disciplinary Procedure:

  • If an employee’s behavior or performance does not meet the company’s standards, disciplinary action will be taken.
  • The process will include a verbal warning, written warning, and, if necessary, termination of employment.
  • All disciplinary procedures will be conducted fairly and with respect for the individual’s rights.

Conflict of Interest

Employees must avoid situations where personal interests could conflict with their professional duties or the best interests of 24/7 Exceptional Care.

Managing Conflicts:

  • Employees must disclose any potential conflicts of interest to their manager immediately.
  • Any activities outside of work that could impair objectivity or create a conflict must be approved by management.

Company Property and Resources

As an employee, you may be provided with equipment, technology, and other resources to perform your job. It is your responsibility to care for these resources and ensure they are used appropriately.

Use of Company Property:

  • Use company equipment (laptops, phones, etc.) for business purposes only.
  • Keep all company property in good working condition and report any damage or malfunction immediately.

Leaving 24/7 Exceptional Care

We hope you have a successful career with 24/7 Exceptional Care, but if you decide to leave, we ask that you follow our exit procedures.

Notice Period:

  • Employees are required to give [insert notice period, e.g., 2 weeks or 1 month] notice prior to resigning.

Exit Interview:

  • We conduct exit interviews to understand your reasons for leaving and gather feedback for improving the working environment.

Return of Company Property:

  • All company property must be returned before your last day of employment.