Managed Global Solutions Ltd provides high quality care sector staff on emergency, short or long term placements in a variety of formal, registered health care settings.
Founded by a team comprising an ex social services mental health professional and care services provider and a former CIPD accredited training professional who previously worked for a specialist housing association providing supported accommodation to adults with learning disabilities, we bring the expertise that ensures we recruit and retain a high calibre of specialist nurses, support workers, healthcare assistants and carers.
OUR COMMITMENT TO YOU
We believe that those who utilise our services have the right to expect:
and aim to ensure that those choosing to use Managed Global Solutions Ltd can expect those rights to be respected.
Our full Statement of Purpose, which summarises our organisation, staff, services and fees is also available.
Our person-centred approach ensures that we work with our customers to ensure that the end users of the services are treated with dignity, respect, courtesy and consideration. We are mindful of individual needs and circumstances and act with due consideration to the full range of needs, including physical, spiritual, emotional, cultural and social.
Our Values inform our service and we work accordingly, ensuring that we provide skilled and knowledgeable healthcare professionals who keep service users at the heart of all that we do.
Our Vision and Values lie at the heart of our Aims and Objectives and thus our day to day services at all times. We provide a professional service that puts people first. Our customers utilise our services and provide individualised care and support, avoiding assumptions and stereotypes and ensuring service users are in control and comfortable at all times.
OUR AIMS AND OBJECTIVES
We aim to ensure that our services are relevant and appropriate and adhere to the principles of continuous improvement.
POLICIES AND PROCEDURES
Our full set of comprehensive policies have been designed to ensure that we meet and exceed our statutory obligations in respect of the management of our organisation and staff, client care and support, health and safety and equality and diversity and are available on request. Our key policies, procedures and processes are reviewed annually to ensure continued relevance and our systems audited to ensure compliance and identify and resolve issues of non-compliance.
The General Manager is responsible for annual quality audits of key policies and procedures.
INTRODUCTION TO KEY POLICIES
OCCUPATIONAL HEALTH AND SAFETY POLICY STATEMENT
We are committed to the prevention of injury and ill health and to continual improvement in OH & S management and performance. We comply with relevant legal and other requirements that relate to our OH & S risks and hazards, including the Health & Safety at Work Act. Our OHSAS system information is available and communicated to employees and others working under our direction or control and to other interested parties where appropriate and is reviewed periodically to ensure its continuing relevance.
Our system is designed to define procedures and processes, roles and responsibilities and provide staff with guidance and information. It is designed to cover our activities and functions as defined within the system scope and to meet legislative and ‘Best Practice’ requirements as part of a system that includes policies, procedures, records and instructions, guidance and forms.
EQUALITY AND DIVERSITY POLICY STATEMENT
It is against our Equality & Diversity Policy to discriminate either directly or indirectly on the grounds of age, colour, disability, sex, gender reassignment, HIV status, marital status, parental status or potential parental status, political opinions, primary language, racial, ethnic or national origins, religious beliefs, sexual orientation, social class, or any other circumstance which would constitute unlawful or unfair discrimination or restrict diversity in the workplace.
We are committed to achieving a working environment that provides equality of opportunity and freedom from unlawful or unfair discrimination. This Policy aims to
We believe that everyone is entitled to be treated with respect and dignity and we are committed to actively opposing all forms of discrimination.
CONFIDENTIALITY POLICY STATEMENT
We recognise our responsibility to protect personal, sensitive and confidential information and to have our personal, sensitive and confidential information protected. Our comprehensive Confidentiality Policy sets out the rights and responsibilities of all parties in respect of Confidentiality. Information shall be appropriately safeguarded and handled in accordance with Data Protection, Equality & Diversity, Human Rights and any and all other relevant and appropriate legislation and best practice guidance.
Breach of Confidentiality by our staff is generally treated as Gross Misconduct and dealt with in accordance with our Disciplinary procedure. We aim to ensure that everyone working for or with us is aware of their responsibilities in the matter of confidential information and that the procedure in the event of a breach of confidentiality is clear, clearly communicated and followed and sets out exceptions to confidentiality and gross misconduct in the case of legal, whistleblowing or on health and safety grounds.
We will take action in the event of a customer breach of confidentiality, this includes removal of the worker, refusal to supply future workers or legal action.
We aim to ensure that we recruit only the most qualified and dedicated team of healthcare professionals and maintain a supportive programme of training and development.
SELECTION AND RECRUITMENT
The recruitment of staff of a high calibre is critical in order to ensure that we provide the best quality service. Our selection and recruitment process aims to ensure that we engage staff who are professional, competent and of good character.
Effective and consistent recruitment practices are essential to ensure that all applicants are treated fairly and with respect for diversity and equality of opportunity and that costly recruitment mistakes are avoided. An effective recruitment procedure will ensure that we employ the most suitable people in respect of skills, experience and qualifications in order to ensure that our objectives are carried through. Our policy defines the principles that we consider important in the recruitment process and aims to ensure that the selection process is consistent, that legislative requirements are met at all times and that good practice is applied across our organisation.
We aim through the implementation of this process to;
STAFF TRAINING AND DEVELOPMENT
We aim to ensure that our service remains of high quality and is delivered by staff that are well trained, valued and empowered by the work environment provided. Customers can be assured that best practice is maintained and staff supplied have the most relevant training and skillset.
Our recommended training includes but is not limited to:-
We will confirm prior to arrival, the name of the staff member allocated and their company ID number. They will have been provided with their Assignment Schedule which provides them with your requirements and the duration of the Assignment if known. A staff profile will be supplied to the manager. This confidential information must be handled in accordance with our Confidentiality Policy and accessed only by those who have the right to the information in the course of their official duties.
Staff will, upon arrival, identify themselves with their ID badge, which bears their photograph and their staff ID number. You are welcome to confirm their identity with the office.
Our staff will wear the uniform provided by the customer, if no uniform is provided the staff member will follow the instructions of the customer regarding appropriate attire.
We aim to ensure that we match you with the staff member best placed to meet your needs. You have the right to request that we provide you with an alternative worker and we aim to ensure to the best of our ability that we can do this and in a timely fashion.
ABSENCE AND SICKNESS
If the staff member placed with you becomes unavailable for any reason, we aim to ensure that we supply an alternative worker as quickly as is reasonably practicable but accept no liability for inability to do so.
Our staff carry timesheets. We ask that these be completed at the end of each shift, Assignment or otherwise agreed timeframe by the senior staff member on duty.
Simply telephone or use our online service and our experienced consultants will endeavour to match you with the worker best placed to meet your needs. To make an enquiry about our services or book a meeting to discuss your needs, contact us on: 0333 123 4980 or email: firstname.lastname@example.org
Our administrative services are available from 9.00 AM to 5.30 PM, Monday - Friday and excluding statutory holidays. Booking services and emergency out of hours contact are available round the clock.
As part of our registration process, we will request copies of the customer’s policies and procedures and employee terms and conditions in order to comply with the Agency Workers Regulations 2010. This normally takes place during the contract meeting.
You have the right to cancel any service and at no cost by giving a minimum of 48 hours’ notice in accordance with our cancellations policy as set out in our Terms of Business. Under 48 hours incurs a cancellation fee as set out in our Contract.
OUR RIGHT TO CANCEL THE SERVICE
We reserve the right to remove our staff if they feel or are threatened or abused by staff or service users or if the organisation they are placed with fails to comply with relevant legislation, such as The Agency Workers Regulations 2010 or our policies, such as our Equality & Diversity policy or should we identify unsafe or unlawful practices or for any reason that we consider a matter of our Duty of Care. It is our responsibility to report such breeches to the appropriate authority.
TERMS AND CONDITIONS OF BUSINESS
Our T&C are issued to each client at our engagement. Engaging a worker is deemed to be legally binding acceptance of these conditions.
The client agrees to pay Managed Global Solutions Ltd the fees as advised in our schedule of fees or personally agreed fees providing the agreement is in writing signed by both parties. The staff member will receive remuneration for all hours worked as indicated in the signed timesheet excluding rest periods. The applicable rates are those currently agreed between both parties in writing. Charges will be reviewed annually with due consideration to market conditions and this information will be communicated promptly and in writing. Continued engagement of a worker or acceptance of work by a worker is deemed to be an acknowledgement of the changes and acceptance of amended fees/remuneration and/or terms and conditions. Charges and salaries may vary region to region to reflect different needs and requirements, for example, London Weighting.
Please contact us to request fees for your area or a meeting with our client manager to discuss quotes for bespoke services or discounts for multiple or block bookings. Standard fees are listed at the end of this document.
We invoice weekly in arrears. Standard payment terms are 28 days. Late fees apply of 4% above base rate for invoices outstanding for more than 60 days
We maintain the following insurances
Copies of the certificates are available on request.
We respect and value your views on all aspects of our services and welcome your feedback. We believe in the principles of continuous improvement and understand that this is a collaborative process.
COMPLAINTS AND CONCERNS
While we hope that you will not have cause to complain, we welcome the raising of complaints and concerns and seek to reassure complainants that their concerns will be treated seriously, taken in confidence and handled sensitively and impartially and in a timely fashion, that complainants will be treated with dignity and respect and that no one who comes to us with a complaint or concern will be adversely affected as a result of having done so.
Full written records are maintained, including details of the outcome and action taken if any and held securely and are accessible only to those who require access due to their position, responsibilities or duties in accordance with data protection.
We aim to formally acknowledge a complaint or concern within 5 working days of receipt and seek to reach a resolution within one calendar month, where possible. If this timescale is exceeded, we will ensure all parties are kept fully informed.
We will support any third party investigation and undertake to fully cooperate to the best of our abilities and will liaise with third parties as appropriate in the case of any complaint or concern that rightly should be referred outside the organisation; for example, criminal matters or matters of professional misconduct which must be referred to the relevant professional body.
COMPLAINTS OR CONCERNS REGARDING A MEMBER OF OUR STAFF
In the event that a complaint or concern is raised in respect of a member of our staff, we shall ensure they are fully briefed and receive a copy of the complaint. They are invited to respond within 7 days and will be fully supported to do so. It may be appropriate to remove a staff member during an investigation into a complaint or concern and this will be done sensitively and with no presumption of guilt.
Our comprehensive complaints procedure sets out timescales and procedures and is available on request.
In the first instance, complaints or concerns should be directed to:
Managed Global Solutions Ltd General Manager
If a satisfactory resolution is not achieved, you may refer your complaint to the Local Government Ombudsman (LGO): which provides a free independent service. You can make a complaint by telephone, text or e-mail.
LGO Advice Team are available on 0300 061 0614 or 0845 602 1983.
You can also text ‘call back’ to 0762 480 3014.
Please note that calls may be recorded for training and quality purposes.
LGO services are available from 8.30am to 5.00pm, Monday to Friday (excluding 9.30am to 10.30am Tuesday to Friday).
Languages – English Arabic, Gujarati, Chinese, Punjabi, Urdu, Bengali, Hindi, Polish, Turkish, Vietnamese.
Text: 0762 480 3014.
Fax: 024 7682 0001
Post: The Local Government Ombudsman,
PO Box 4771,
Coventry, CV4 0EH.
Citizen Advice Bureau: You can contact your local citizen advice bureau to advise you how best to address your concerns.
Our administrative services are available from 9.00am to 5pm, Monday - Friday and excluding statutory holidays. We have a 24 hour on call service with consultants available to deal with enquiries, booking, and support or staff issues. To book or make an enquiry about our services;
Call: 0333 123 4980
Managed Global Solutions Ltd is a limited liability company, registration number 10113325
Step Business Centre
0333 123 4980
Managed Global Solutions
Step Business Centre
If you have any queries or wish to make an appointment, please contact us by phone or email or by filling in the contact form on this page.