Agency Worker Handbook.

1. Welcome & Introduction 

Welcome to HG Group. This handbook provides key information and expectations for all agency workers. It outlines your responsibilities, our policies, and the standards expected when working on assignment with our clients. 

The contents are updated regularly to comply with legislation and NHS Framework guidelines. Please ensure you review any updates and contact us with questions. 

This handbook is a guide only and is not contractual. 

Please read through the policies, procedures and information contained in this Handbook as it will provide you with assistance during your client assignments. HG Group will update the information regularly in order to comply with any changes in legislation or procedures and will notify you when this happens. However, it is the agency worker’s responsibility to appraise themselves of these changes and contact us with any queries. 

Please note that the information contained in this Handbook does not replace national guidelines of the NMC and any other professional membership bodies. 

If you have any questions, please contact our compliance team on 02039832211 or by email at compliance@hansongrey.com.  

2. Joining the Agency 

2.1 Your Commitments 

As an Agency Worker, you always need to be aware that whilst on the Client’s premises you:  

2.1.1) are under the direction and control of the Client for the duration of the assignment 

2.1.2) must abide by the Working Time Regulations 1998 

2.1.3) will not falsify timesheets, records or attempt to defraud the client in any way 

2.1.4) will be punctual and maintain proper standards of appearance, hygiene, customer care and courtesy whilst at work 

2.1.5) shall not act in a manner reasonably likely to bring discredit upon the Client. 

2.1.6) shall not unlawfully discriminate for any reason 

2.1.7) shall not corruptly solicit or receive any bribe or other consideration from any person or fail to account for monies or property received in connection with duties performed under the provision of the Services on an assignment 

2.1.8) shall keep confidential information (however acquired) whether relating to the Client, its business or relating to patients 

2.1.9) shall be able to communicate effectively 

2.1.10) will always display your ID Badge whilst on the client’s site 

2.1.11) will not be under the influence of alcohol or drugs at any time 

2.1.12) shall not smoke whilst on the client’s premises other than in areas specifically designated for smokers and with permission from the client 

2.1.13) all agency staff should demonstrate a duty of candour; you have an obligation to be transparent in your practice and report all incidents/ clinical issues as appropriate 

2.1.14) will safeguard and uphold HG Group’s and the client’s core values by operating in an ethical, professional and lawful manner at all times 

2.1.15) shall not abuse the client’s property 

2.1.16) will notify HG Group immediately if you are charged or convicted with any criminal offence after the Enhanced CRB Check was undertaken 

2.2 Fitness to Practise 

2.2.1) Before an agency worker is permitted to work in the NHS, they must complete a health declaration form. This will have evidence of the immunisation status acquired. 

2.2.2) Prior to the start of each assignment, you are required to confirm that you are fit to practice at that time. If this is not the case, then HG Group will need to find a suitable alternative Agency Worker to replace you. 

2.2.3) Please note that you will not be allowed to work if you are suffering from diarrhoea, vomiting or a rash. You will need to be cleared of symptoms for 48 hours before commencing any new assignments. 

1. Additionally, if you have been exposed to an infectious ward you must also refrain from working in other wards for 48 hours.  
    

1. Lastly, you must appraise HG Group immediately if you become pregnant to enable us to carry out a maternity risk assessment; this is for your wellbeing and that of your unborn child. 
    

1. Some clients will request that you are medically examined prior to commencing an assignment with them and will provide you with confirmation of the reasons this is required to be carried out. Your refusal to allow a medical examination may result in the client refusing to allow you to carry out the assignment. 

2.3 Criminal Disclosures 

Due to the nature of the work undertaken by agency workers with HG Group, roles fall within the scope of the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975, specifically Sections 4.2 and 4.3. These exceptions apply to employment concerned with the provision of health services where the role involves regular access to patients or service users in the course of normal duties. 

As such, no conviction, caution, reprimand, or final warning is ever considered “spent” and must be disclosed at the point of registration and throughout your engagement with HG Group, including: 

• All current and previous criminal convictions 

• Cautions, warnings, and reprimands (even if received as a minor) 

• Any pending charges or ongoing criminal investigations 

• Failure to disclose such information may lead to removal from assignments or termination of your contract.  

• Enhanced DBS Checks 

• All healthcare agency workers are required to hold a current Enhanced Disclosure and Barring Service (DBS) check, in line with NHS Employment Check Standards. This check includes a search of the Adult and/or Child Barred Lists where appropriate. 

Key requirements include: 

• Your Enhanced DBS must be issued within the last 12 months or registered with the DBS Update Service. 

• You are responsible for ensuring your DBS remains up to date. HG Group will issue reminders prior to expiry, but failure to renew in time may lead to a pause or cessation in your assignments. 

• HG Group complies with the DBS Code of Practice and the Data Protection Act, ensuring secure handling, storage, retention, and disposal of disclosure information. 

• Please be aware that NHS Trusts and private clients may request to view your DBS certificate before approving your placement. 

Equal Opportunities and DBS Contributions 

HG Group is an equal opportunities company and will not discriminate based on convictions or other information revealed during the DBS process. Having a criminal record will not automatically result in removal from our candidate register. Each disclosure will be assessed on a case-by-case basis, considering the nature of the offence, its relevance to the role, and any mitigating circumstances. If you are a new candidate and do not already hold a valid DBS certificate registered with the Update Service, you will be expected to contribute towards the cost of your Enhanced DBS check. 

2.4 Immunisations 

In accordance with the latest Department of Health and NHS guidelines, HG Group has a legal and professional responsibility to ensure that all agency workers undergo appropriate health screening and immunisation checks prior to commencing any assignments. 

To meet these standards, all agency workers must provide documented evidence of their immunisation history and occupational health clearance. This is essential for safeguarding both patients and staff and ensuring compliance with NHS provider requirements. 

Required Immunisations and Health Checks 

To obtain Occupational Health Clearance, you must provide evidence of immunity or vaccination for the following: 

• Hepatitis B 

• Rubella (German Measles) 

• Measles and Mumps (usually as part of the MMR vaccine) 

• Varicella (Chickenpox or Shingles) 

• Tuberculosis (TB) – evidence of BCG vaccination or a recent TB screening 

Additional Requirements for Exposure Prone Procedures (EPPs) 

If you will be undertaking Exposure Prone Procedures (EPPs), such as those performed by surgical team, you must also undergo screening for the following blood-borne viruses: 

• Hepatitis B Surface Antigen 

• Hepatitis C Antibody 

• HIV Antibody 

All test results must be dated, verifiable, and from an accredited laboratory. You may be referred to our Occupational Health provider for additional screening if necessary. 

Failure to provide the required immunisation records or health clearance may delay or prevent you from being placed on assignment. 

2.5 Insurance 

All NHS Trusts (including Foundation Trusts) in England are members of the Clinical Negligence Scheme for Trusts (CNST), which is administered by NHS Resolution. This scheme provides cover for clinical negligence claims arising from care provided by NHS staff, including agency workers when working under the supervision and direction of the NHS Trust. 

However, this cover does not extend to all professional risks, such as those occurring outside of clinical duties or outside NHS settings. Therefore, HG Group strongly advises all healthcare professionals to obtain their own personal Professional Indemnity Insurance to ensure comprehensive protection in all work settings, including private sector assignments. 

In addition, if you use a private motor vehicle to travel to, from, or between assignments, this is considered "business use" under UK motor insurance definitions. It is your responsibility to check with your insurer whether your policy includes appropriate cover and to arrange for business use cover if necessary. 

Failure to ensure appropriate insurance may result in you not being legally covered in the event of an incident. 

2.6 Induction 

It is HG Group’s policy to ensure that all clients provide a site-specific induction to agency workers on their first assignment at a new ward, department, or location. This induction is essential to ensure that you are familiar with the local policies, procedures, emergency protocols, and layout of the site, enabling you to work safely and effectively. 

Your induction will be completed by the ward, department, or site representative where you are placed. 

You are required to: 

• Confirm on your timesheet that an induction was provided on your first shift at the site. 

• Notify HG Group immediately if an induction was not provided during your first shift so that appropriate action can be taken with the client. 

Failure to complete an induction or report its absence may result in risks to your safety, patient care, and compliance with NHS standards. 

2.7 Agency Worker 'Day One' Rights 

All temporary workers are entitled to ‘Day One’ rights under the Agency Workers Regulations. This includes access to any shared facilities or amenities provided by the client, such as: 

• Staff canteens and food services 

• On-site childcare (e.g. workplace crèche) 

• Car parking 

• Vending machines or break areas 

Access is subject to what the client offers their permanent staff. You should contact HG Group or the client for clarification on what applies at your assignment location. 

3. Professional Standards & Conduct 

3.1 Our Core Values 

At HG Group, our values are at the heart of everything we do. These principles guide not only how we operate internally, but also how we expect our healthcare agency workers to conduct themselves whilst representing HG Group. 

All members of our internal team and our agency healthcare workers are expected to consistently demonstrate the following four core values: 

Passionate - We love what we do here at HG Group, and we care deeply that people deserve to have their expectations exceeded, not just met. We are proud that in an industry that can sometimes have variable standards, our obsession with great service shines through. 

Genuine - One visit to our website, one call to our offices, one meeting with any member of our team is all it takes to know that we’re definitely not all talk at HG Group. 

In simple terms, we are what we say we are, we do what we say we’ll do, and we’ll always be open and honest in updates, feedback, and all other communication. 

Respectful - We are very aware that people and organisations are different, and that one size fits all don’t work. So, in addition to meeting all compliance requirements, we take great care to listen and understand every candidate, every client, and every job brief, so that we can offer tailored solutions that are 100% right, every time. 

Fun - Whether engaging customers or working within our business, it’s important to us that the way we work is enjoyable for everyone. 

That’s why, instead of faceless communication, we’re also all about smiles, warmth, and genuine human connection – because good experiences enhance delivery and results, which is great news for everyone we work with. 

3.2 Codes of Conduct 

All HG Group workers are required to observe our codes of conduct which emphasise the importance of a professional approach to all our clients and service users. You are therefore required to adhere to the following: 

BEST INTERESTS - Agency workers must always act with the best interests of the service user in mind. 

COMPLAINTS - HG Group has a detailed policy on how to report complaints. In the event of a complaint that may affect your duties and obligations please refer to our policy and notify us immediately. 

CONFIDENTIALITY - Agency workers will at times become privy for information concerning a Client or service user, this information must always be treated with respect and remain confidential. At no time may any Agency Worker discuss the confidential affairs of HG Group, the hiring client, or the service user without specific written permission to do so. The only exceptions to this requirement are cases where the law dictates otherwise or if silence may negatively affect a service user’s wellbeing. 

DIGNITY - Agency workers must not do or say anything that may put the dignity or health of their service users at risk. 

DISCRIMINATION - Agency workers should treat everyone equally irrespective of sex, sexual orientation, marital status, age, disability, race, colour, ethnic or national origin, religion, or political beliefs. 

KEEP TO PLAN - Agency workers must always, whenever applicable, keep to the requirements of a care service plan and/or any other agreed role requirement. 

KEEP UPDATED - Agency workers must always keep up to date with policies and procedures and changes to legislation that may affect them. 

NOTIFICATIONS - Agency workers should always in the first instance notify the hiring client of any concerns, followed by a telephone call and email to HG Group. 

OWN DECISIONS - Agency workers must always allow the service user to make the decisions about what is best for them. This includes decisions about treatment and personal affairs. 

OWN DUTIES - Agency workers must never attempt to perform any duties of care or otherwise that may fall outside their expertise and/or qualifications. Specifically, care staff must not attempt to perform the duties of nursing staff. 

PROFESSIONALISM - Agency workers must always remain professional whilst on assignment. Agency workers must take specific care to keep the professional nature of the relationships intact in the working environment. 

REPUTATION - Agency workers must not say or do anything that may harm the reputation of either HG Group or the hiring client. 

RESPECT - Agency workers must always respect the working practices and demands of service users unless unreasonable or if a working practice may breach health and safety. 

3.3 Appearance & Uniform 

As a representative of HG Group, maintaining a professional appearance is essential at all times whilst on duty. You are required to follow the HG Group uniform policy or an alternative dress code as advised at the time of booking. This dress code applies for the entire duration of your shift. 

HG Group Uniform 

The HG Group standard uniform consists of: 

• HG Group Tunic or Scrub (We also provide a Fleece Jacket) 

• HG Group ID Badge (must be worn at all times whilst on duty) 

Uniforms will be issued upon completion of your registration. It is your responsibility to: 

• Keep your uniform clean, ironed, and presentable at all times 

• Ensure you have enough uniforms to cover all scheduled shifts 

• Purchase additional uniforms, if required, through HG Group (prices vary depending on type and quantity) 

• Only wear HG Group-issued uniforms whilst on HG Group assignments (uniforms from other agencies are strictly not permitted) 

Clothing worn underneath the uniform must not be visible, including vests or tops with logos or branding. 

3.4 Identification & Badges 

You will be issued with an HG Group ID badge prior to commencing work with us. This badge MUST always be worn whilst you are providing services or attending any assignments on behalf of HG Group. 

You may also be required to present additional proof of identity, such as a valid passport or photocard driving licence, before beginning an assignment. Failure to do so may result in the client refusing permission for you to work. 

If you do not receive your ID badge before your first shift, or if your badge is lost, damaged, or expired, you must notify your Consultant and the Compliance Team immediately to ensure a replacement can be issued without delaying your ability to work. 

3.5 Personal Appearance Guidelines 

To promote safety, infection control, and professionalism, the following standards must be observed: 

• Hair must be clean, well-groomed, and worn away from the face. Long hair must be securely tied back. 

• Make-up should be minimal and natural-looking. 

• Fingernails must be short, clean, and neatly trimmed. Artificial nails, gel nails, and coloured nail polish are not permitted. 

• Jewellery is restricted to plain wedding bands and small stud earrings. No facial piercings or other visible jewellery are allowed whilst on duty. 

• Wristwatches are not permitted in clinical areas due to infection control policies. 

• Footwear must be plain black, fully enclosed, and have a heel height of no more than one inch (unless an exemption is in place for medical reasons). Shoes must be clean and in good condition. 

You are expected to maintain a high standard of personal hygiene at all times. 

3.6 Personal Protective Equipment (PPE) 

In accordance with the Personal Protective Equipment Regulations 1992, establishments such as hospitals, care homes, and other healthcare settings are required to provide appropriate PPE, including gloves, aprons, masks, and eye protection as necessary. 

You must wear PPE as instructed and in accordance with infection prevention and control procedures relevant to your working environment. 

Failure to adhere to these standards may result in you being removed from assignment or deemed unfit for placement by the client. 

4. Assignments & Working Practice 

4.1 Timesheets 

To ensure timely and accurate payment, please follow the instructions below when completing and submitting your timesheets. 

Submission Deadline 

• All timesheets must be submitted by 10:00 AM every Monday. 

• Late submissions may result in delayed payment. 

Timesheet Completion Checklist 

Please ensure your timesheet is fully and clearly completed: 

• Print clearly: Your full name, job title, band, hospital name, ward name, signature and date signed. 

• Date of shift: Accurately enter the date for each individual shift worked in the appropriate section. 

• Shift signatures: Each shift must be signed off by an authorised member of staff at the client site. 

• Client Feedback: Where possible, you are encouraged to obtain performance feedback from a supervising or authorised staff member. This helps HG Group maintain high service standards and supports your professional development. 

4.2 Payment Schedule 

Pay is processed weekly and issued every Friday, provided your timesheet was submitted by the deadline and is completed correctly. 

Additional Tips 

Always carry 2–3 blank timesheets with you in case you are moved to a different ward or site during your shift. 

If you are running low on timesheets, notify HG Group in good time so we can send a fresh supply and avoid disruption to your payment process. 

Failure to complete your timesheet accurately or submit it on time may result in a delay to your weekly pay. 

Please note that HG Group charges a weekly admin fee of £4.13 for processing timesheets. 

4.3 Temporary Assignments 

As stated in your Terms of Engagement, you are under no obligation to accept an assignment. However, once you have accepted an assignment, you will be expected to be consistent and conscientious in your work and stay for the assigned time allocated to that assignment. 

You will be required to work competently and possess the skills and abilities required for lawful and safe work without being directly supervised. Therefore, you must ensure that you are competent and adequately skilled to undertake the roles offered to you. 

For the start of your assignment/ shift, please ensure that you arrive in good time. 

It is your responsibility to familiarise yourself with the person in charge, the client’s policies, procedures, and guidelines including health and safety, and fire safety instructions. 

During an assignment, the client may ask you to change your hours. Should your hours be reduced, you will only be paid for the hours worked and not the hours previously advised to you. Should your hours be increased, please ensure that they do not exceed the maximum safe hours allowable. If you are unable to work the extra hours requested, you must inform the client immediately to allow them enough time to arrange alternative cover. You must ALWAYS notify HG Group of any changes to your hours. 

If you are unable to attend work during an Assignment, you should inform HG Group within one hour before the start of the Assignment or shift. 

4.4 Patient Record Keeping 

• Keep accurate, legible notes in black ink 

• Sign and date all entries 

• Avoid jargon and offensive language 

• Do not use correction fluid – strike through errors once and sign 

• Entries must be timely and reflect patient involvement 

5. Clinical Governance & Safeguarding 

5.1 Dealing with Allegations of Abuse 

The following guidelines must be followed when dealing with suspicions or allegations of abuse concerning the safeguarding of children, young people, and vulnerable adults. 

Definitions of Abuse 

Sexual Abuse 
Includes encouraging individuals to view pornography, harassing them with sexual suggestions or comments, or engaging in sexual acts without their consent, where consent could not be given, or where the individual was pressured into consenting. 

Psychological Abuse 
Includes emotional abuse, threats of harm or abandonment, deprivation of contact, humiliation, blaming, controlling behaviour, intimidation, coercion, harassment, verbal abuse, isolation, or withdrawal from services or support networks. 

Physical Abuse 
Includes hitting, slapping, pushing, kicking, or applying inappropriate sanctions. 

Neglect 
Includes ignoring medical or physical care needs, failing to provide access to appropriate health, social care, or educational services, and withholding basic necessities such as medication, adequate nutrition, or heating. 

Discrimination 
Includes, but is not limited to, harassment based on sex, race, disability, religion, or other protected characteristics. 

Financial Abuse 
Includes theft, fraud, coercion in relation to wills, property, inheritance, or financial transactions, as well as misappropriation of property, possessions, or benefits. 

Detecting Abuse 

Abuse may come to your attention in a variety of ways: 

• A colleague may inform you that a child, young person, or vulnerable adult has confided in them about being abused or may suspect abuse. 

• A child, young person, or vulnerable adult may disclose directly to you that they are being abused or show signs indicative of abuse. 

• There may be a noticeable change in behaviour or visible signs that suggest possible abuse. 

• A colleague may confide in you that they have abused a vulnerable person. 

• A colleague's behaviour or a change in their behaviour may raise suspicions of abuse toward a child, young person, or vulnerable adult. 

5.2 Responding to Suspicions or Allegations of Abuse 

Use the following list of DOs and DON’Ts to guide your response if you suspect or become aware that someone is being abused: 

DO: 

• Listen carefully, remain calm, take the disclosure seriously, and be reassuring. 

• Negotiate help sensitively and explain that you must report the information to protect them. 

• Make accurate, detailed written records as soon as possible after the disclosure. Include dates, times, and your signature. These records may be used in legal proceedings. 

• Where practicable, obtain the following: 

• Full name and contact details of the child, young person, or vulnerable adult 

• Details of the allegation or concern 

• Name of the alleged abuser (if known) 

• Circumstances in which the alleged abuse came to your attention 

• Report the concern immediately to the relevant authorities, which may include the Police and/or Social Services. 

• Always prioritise the welfare of the child, young person, or vulnerable adult whilst also ensuring that the rights of the person against whom the allegation is made are protected. 

 
DO NOT: 

• Put suggestions into the mind of the person making the disclosure. 

• Jump to conclusions or make assumptions. 

• Pressure the individual into providing more details than they are willing to share. 

• Speculate or accuse anyone without evidence. 

• State opinions; stick strictly to the facts as reported to you. 

• Make promises that you cannot keep—especially promises of confidentiality if the information must be passed on to protect someone. 

5.3 Infection Control 

• Do not report to work whilst symptomatic 

• Use PPE as instructed and provided by the client 

5.4 Health & Safety 

At HG Group, it is our policy to ensure, as far as is reasonably practicable, the health, safety, and welfare of all our agency workers. This responsibility is shared with our clients, who provide the physical working environments in which assignments take place. Together, we are committed to: 

• Working in partnership with clients to ensure that a full risk assessment is conducted at the premises where the assignment will take place. 

• Ensuring that each agency worker possesses the appropriate qualifications, experience, or skills required for the role. 

• Providing sufficient information, instruction, and training to ensure agency workers can carry out their duties safely. 

• Ensuring that agency workers only use equipment for which they are trained, and that such equipment is in safe working order, with all safety checks up to date. 

• Ensuring that all agency workers familiarise themselves with the client’s fire evacuation procedures and emergency protocols for the area they will be working in. 

 
Please note whilst HG Group and the client share responsibility for ensuring a safe workplace, you are personally responsible for your own health and safety and have a duty of care to your colleagues. 

Your Responsibilities Include: 

• Complying with all safety instructions and site-specific guidance provided at the start of each assignment. 

• Using properly the health and safety facilities and protective measures available on site. 

• Avoiding misuse of any equipment or system provided in the interests of health, safety, or welfare. 

• Reporting any potential hazards or dangerous occurrences that may cause harm to others. 

 
Safety Instructions 

• Always familiarise yourself with the health and safety policies and procedures of the environment in which you are working. Pay close attention to fire safety and emergency evacuation procedures. 

• Do not attempt any task unless you are confident that you understand the instructions and can perform the task safely. 

• Maintain a clean and safe working environment at all times. 

• If you see, or suspect, an unsafe act or condition, report it to the client immediately and, if appropriate, take reasonable steps to correct it or request that the client address it. Failing to report unsafe conditions may be interpreted as accepting them. 

• Some roles may require you to wear protective clothing or use specialised equipment. If you are unsure, seek advice before beginning your shift. 

• Ensure that cleaning agents and hazardous substances are stored, labelled, and used correctly, in line with the manufacturer’s instructions. This helps minimise the risk of injury or harm to health. 

• Dispose of all waste materials and by-products properly, in accordance with site-specific procedures. 

• Only use, adjust, or repair equipment if you are authorised and qualified to do so. 

• If you are involved in an accident—no matter how minor—seek first aid immediately and report the incident to both the client and HG Group. 

• Before using any equipment (e.g. hoists or lifting aids), ensure it has been properly maintained, and that evidence of safety checks is available. 

• Always obey health and safety signage and instructions. If you are unsure of their meaning, clarify with the client or a senior staff member. 

 
Accident Reporting 

Agency workers are responsible for ensuring that all accidents and incidents relating to health and safety are reported to: 

• The on-site client representative 

• HG Group 

• The Local Authority (in the case of serious incidents or dangerous occurrences) 

5.5 RIDDOR  

Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 

Certain incidents, including serious injuries, diseases, and dangerous occurrences, must be reported to the Health and Safety Executive (HSE). These include: 

• Fatalities 

• Major injuries such as fractures, amputations, or loss of sight 

• Injuries resulting in more than 7 days off work 

• Dangerous incidents that could have led to serious harm 

These incidents must be reported immediately, with Form F2508 submitted within 10 days. As an agency worker, you have a legal obligation under RIDDOR to report and record such incidents appropriately. 

5.6 COSHH  

Control of Substances Hazardous to Health Regulations 2002 

COSHH governs the control of risks to health from hazardous substances encountered in the workplace. The primary responsibility under these regulations lies with the client whose site you are working at. They must ensure that appropriate systems of work and risk management are in place. 

As an agency worker, your responsibilities under COSHH include: 

• Making proper use of any control measures provided 

• Following safe systems of work 

• Complying with all local health and safety policies and procedures 

• Reporting any defects in safety equipment promptly 

6. Equality, Respect & Wellbeing 

6.1 Equality & Diversity 

HG Group is an equal opportunity employer and is committed to treating all its employees and agency workers equally. It is our strict policy to take all reasonable steps to recruit staff based on their abilities and qualifications without regard to race, religion, colour, sex, age, nationality, disability of sexual orientation. 

HG Group may request information from staff, agency workers, applicants or clients to enable us to monitor the success of our policy. The giving of such information will be voluntary and used solely for monitoring purposes. Individual details will be kept confidential; however, group statistics may be released to relevant authorities. 

6.2 Bullying & Harassment 

HG Group is committed to fostering a working environment in which every agency worker is treated with dignity and respect, and where each individual's identity and sense of self-worth is upheld. This commitment extends to all aspects of professional conduct and behaviour. 

As an agency worker, you are equally responsible for treating all colleagues, clients, and service users with respect and courtesy, and for taking all reasonable steps to ensure that harassment or bullying does not occur in the workplace. 

What Is Bullying and Harassment? 

Although the terms bullying and harassment are often used interchangeably, harassment is generally understood as unwanted conduct that affects the dignity of individuals in the workplace. This may relate to a person's: 

• Age 

• Sex or gender 

• Race or ethnicity 

• Disability 

• Religion or belief 

• Sexual orientation 

• Nationality 

• Or any other personal characteristic 

 
Harassment can be persistent or take the form of a one-off incident. The key element is that the behaviour is unwelcome, demeaning, and unacceptable to the recipient. 

Bullying is typically characterised as offensive, intimidating, malicious, or insulting behaviour, often involving an abuse or misuse of power, whether overtly or subtly. It may aim to undermine, humiliate, denigrate, or injure the person targeted. 

Bullying or harassment can occur between individuals (for example, between colleagues or involving someone in a position of authority such as a manager), or within groups. It may be obvious and direct or covert and insidious—but in all cases, it is unwarranted and unwelcome. 

Examples of Bullying or Harassing Behaviour 

• Spreading malicious rumours or insulting someone through words or actions (especially in relation to protected characteristics such as age, race, sex, disability, sexual orientation, or religion) 

• Ridiculing or demeaning someone, deliberately picking on them or setting them up to fail 

• Exclusion or victimisation of an individual or group 

• Unfair treatment or inequitable application of rules and responsibilities 

• Overbearing supervision, or misuse of authority or position 

• Unwelcome sexual advances, including: 

• Uninvited physical contact 

• Inappropriate proximity 

• Display of offensive materials 

• Requests for sexual favours 

• Making work-related decisions based on acceptance or rejection of such advances 

• Making threats or comments about job security without valid grounds 

• Undermining a competent worker through excessive workload or constant, unjustified criticism 

• Blocking access to promotion or training opportunities without just cause 

Bullying and harassment are not limited to face-to-face interactions. They can also occur through: 

• Written communication 

• Emails 

• Telephone calls 

• Messaging platforms and social media 

Impact of Bullying and Harassment 

Experiencing bullying or harassment can leave individuals feeling anxious, humiliated, frustrated, and isolated. It may lead to: 

• Stress and mental health issues 

• Loss of self-confidence or self-esteem 

• Reduced job performance or productivity 

• Damage to working relationships 

• Absence from work, illness, or resignation 

 
These behaviours affect not only the individual but also the broader team and organisation. 

6.3 Consequences and Action 

Any agency worker found, after appropriate investigation, to have subjected a client, colleague, or any other person in the workplace to bullying or harassment will face disciplinary action under HG Group’s Complaints and Misconduct Procedure. 

This may include, but is not limited to: 

• Formal warning 

• Removal from assignments 

• Removal from the HG Group Agency Workers’ Register 

 
All reports of bullying or harassment will be taken seriously and handled sensitively, with due regard to confidentiality and fairness. 

7. Complaints, Whistleblowing & Fraud 

7.1 Complaints 

Please refer to the Terms of Engagement you have signed with HG Group, which outlines the procedures to follow when: 

• A hiring client requests the removal of an agency worker from an assignment; or 

• An agency worker wishes to terminate an assignment with a hiring client. 

 
Reporting Complaints Whilst on Assignment 

If you are on assignment and receive a complaint from a hiring client, patient, or any other person, you must immediately report the matter to: 

1. A senior member of staff in the department where you are working; and 

1. HG Group directly. 
    

You must also document all details of the complaint accurately and clearly. 

If you are the subject of a complaint, HG Group will: 

• Request a written statement from you detailing your version of events 

• Review the circumstances as part of a formal investigation 

• Suspend you from our active register during the investigation, where appropriate, to ensure safety and impartiality 
   

In cases of alleged misconduct, HG Group may refer the matter to the relevant professional body, such as the Nursing & Midwifery Council (NMC) or another regulatory authority. 

HG Group Complaints Process 

HG Group is committed to handling all complaints promptly, fairly, and professionally, in line with NHS standards. All complaints must be submitted in writing. 

Our Timeframes 

• Acknowledgement: All written complaints will be acknowledged within 2 working days 

• Resolution: HG Group will make every effort to resolve all complaints within 10 working days 

In the event of delays, the complainant will be informed of the reasons and given an updated timeline. 

Investigation and Record-Keeping 

• A senior member of HG Group management will log, investigate, and manage the complaint. 

• All complaints are recorded securely in our internal database, with access limited to authorised personnel only. 

• Agency workers will be fully informed if they are the subject of a complaint and will be given a copy of the complaint upon request. 

• Agency workers will have the opportunity to respond and must submit their statement within 7 days of the complaint being logged. This statement may be shared with the complainant if appropriate. 

 
During the investigation, HG Group will ensure that client service continues seamlessly and without disruption. 

Regulatory and Legal Considerations 

If a complaint involves evidence of malpractice or meets legal thresholds for escalation, HG Group will immediately notify the appropriate regulatory authorities, which may include: 

• Care Quality Commission (CQC) 

• Regulation and Quality Improvement Authority (RQIA) 

• Nursing & Midwifery Council (NMC) 

• General Medical Council (GMC) 

• Health and Care Professions Council (HCPC) 

• General Dental Council (GDC) 

 
Where necessary, complaints may also be referred to HG Group’s insurers, and legal advice will be sought before responding further. 

Appeals and External Review 

If either a client or agency worker is dissatisfied with the outcome of a complaint investigated by HG Group, they may raise the matter with an external body, such as an ombudsman or relevant regulator. HG Group will co-operate fully with any external appeal or review. 

Regulatory Contact – England: 

Care Quality Commission (CQC) 
Website: www.cqc.org.uk 
Tel: 03000 616161 
Fax: 03000 616171 
Address: Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA 

Media Enquiries 

You are not authorised to engage with the media regarding any complaint or incident. All media enquiries must be directed to the Directors of HG Group, who will manage communications in line with company policy and legal guidance. 

7.2 Whistleblowing 

The Public Interest Disclosure Act protects you if reporting malpractice.  

Contact HG Group’s Director first, or relevant authorities where appropriate. 

All reports will be investigated confidentially and appropriately. 

7.3 Fraud Awareness 

Report suspected fraud discreetly. Examples include: 

• Falsified hours 

• Duplicate claims 

• Abuse of ordering systems 
   

Do not approach the person suspected. Notify HG Group discreetly. 

8. The Role & Responsibilities of Agency Workers  

It is the responsibility of HG Group to ensure that all its agency workers meet the following criteria:  

• Demonstrates integrity and good character.  

• Possess the necessary qualifications, skills and experience required for the assignment (HG Group will obtain the documentary evidence of this and ensure that their records are kept up to date and that the agency worker is fit to practice).  

• Physically and mentally fit for the role.  

• Respects the client as an individual.  

• Obtains consent before providing any care.  

• Protects confidential information. 

• To be trustworthy.  

• To Identify and minimise any risk to clients.  

• To maintain professionalism; mindful and polite.  

All healthcare professionals are expected to work in accordance with the relevant standards and codes of conduct set by their respective regulatory bodies. This includes, but is not limited to, the NMC Code for Nurses and Midwives, the HCPC standards for Allied Health Professionals, and the Care Certificate standards for Healthcare Support Workers. 

NMC Revalidation: All nurses are required to revalidate their NMC. This is to be completed within the given time period that the NMC has outlined for the individual. HG Group will support, encourage, and assist where possible. However, as a clinical professional, it is your responsibility to comply with the re validation requirements in order remain as an active worker.  

9. Appraisal & Revalidation 

At HG Group, we are committed to maintaining strong clinical governance practices that protect the safety, wellbeing, and dignity of all patients and service users. A key aspect of this is ensuring that all qualified healthcare professionals continue to meet the standards set by their respective regulatory bodies through regular appraisal and revalidation. 

Annual Appraisals and CPD 

Annual appraisals play a vital role in supporting Continuing Professional Development (CPD), encouraging professional reflection, and promoting structured feedback and development planning. These appraisals must be carried out by a suitably experienced practitioner from the same or a similar discipline and should be supported by evidence of relevant training in the appraisal process. 

As part of HG Group’s internal governance, we consider the following when reviewing an agency worker’s performance: 

• Client feedback 

• Incident reports or performance-related concerns, where applicable 

This process helps identify areas of strength, improvement, and any additional support or training needs. 

Client Feedback 

HG Group collects structured feedback from clients, covering: 

• Work performance 

• Clinical knowledge 

• Appearance 

• Timekeeping  

• Attitude 

 
Agency workers will be provided with copies of this feedback and given the opportunity to comment, raise concerns, or clarify context. 

Revalidation Responsibilities 

All healthcare professionals must maintain registration with their regulatory body (e.g. NMC, GMC, HCPC, GPhC, etc.) and meet all revalidation requirements. These may include: 

• Documented CPD activities 

• Evidence of reflective practice 

• Professional feedback 

• Health and character declarations 

• Confirmation of practice hours 

 
HG Group supports our professionals with resources and guidance for revalidation. However, it remains the individual’s responsibility to ensure compliance with their regulator’s standards and timelines. Please speak with your consultant for additional support. 

Professional Portfolios 

All registered agency workers must maintain an up-to-date professional portfolio, including: 

• Record of training and development 

• Appraisal outcomes 

• Reflective accounts 

• Evidence of practice hours and feedback 
   

Keeping a current and well-organised portfolio is essential for demonstrating continued fitness to practise and for meeting audit or revalidation checks. 

10. Mandatory Training 

HG Group will endeavour to assist you in obtaining training as required. Training is either offered in-house or by various independent third-party suppliers at venues throughout the UK and via online courses. Prices are determined by each individual supplier and HG Group obtains no financial benefit from recommending the agency worker. 

All agency workers must complete Mandatory Training in line with the Core Skills Training Framework (CSTF). You must keep training up to date for the duration of your engagement. This includes (but is not limited to): 

• Basic Life Support (BLS) 

• Manual Handling 

• Conflict Resolution 

• Equality, Diversity and Human Rights 

• Fire Safety 

• Health, Safety and Welfare 

• Infection Prevention and Control 

• Information Governance 

• Preventing Radicalisation 

• Safeguarding Adults 

• Safeguarding Children  

Additional modules may be required based on your role. You will be notified when updates or renewals are due. 

11. Staff Conduct & Disciplinary Procedures 

HG Group expects all agency workers to uphold high standards of conduct, professionalism, and performance. The disciplinary procedure provides a structured approach for managing instances where these standards are not met, including issues related to job performance, attendance, behaviour, or breaches of contractual or professional obligations. 

Investigation and Informal Resolution 

In the event of a complaint or concern regarding an agency worker’s conduct or performance, HG Group’s Directors or a delegated manager will investigate the matter, gathering relevant information and statements from involved parties or witnesses. 

Where the concern is minor and there is no immediate risk to patient safety or professional trust, the matter may be resolved informally. In such cases, the agency worker will be invited to a discussion to identify areas for improvement, and a support plan may be agreed upon. No formal disciplinary action will be recorded at this stage. 

Formal Disciplinary Action 

If the nature of the concern is more serious, or if informal measures have not led to sufficient improvement, HG Group may initiate formal disciplinary procedures. These may include: 

• Verbal Warning (Stage 1): Issued for general misconduct or minor breaches. A verbal warning will be documented on the worker’s personnel record for a period of six months. 

• Written Warning (Stage 2): Issued for repeated misconduct or more serious infractions. The written warning will detail the offence, any required improvements, a review timeframe, and the consequences of further breaches. A copy will be retained in the personnel file and provided to the agency worker. 
   

Disciplinary Meeting and Right to Respond 

Before any disciplinary action is taken, the agency worker will be invited to attend a disciplinary meeting. The allegations will be outlined, and the worker will be given an opportunity to respond. Agency workers have the right to be accompanied by a colleague or union representative during this meeting.  

Following the meeting, HG Group will confirm any disciplinary outcome and the right to appeal. 

Removal from the HG Group Register 

An agency worker may be removed from HG Group’s active register in the following circumstances: 

• Serious breach of the Code of Professional Conduct or standards expected by HG Group or its clients 

• Behaviour deemed unprofessional or unsafe for practice 

• Notification from a regulatory body (e.g. NMC, GMC, HCPC) that affects registration or practice status 
   

Examples of Misconduct or Gross Misconduct 

The following examples may lead to disciplinary action or removal from the register (not an exhaustive list): 

• Failure to follow reasonable instructions from HG Group or the client 

• Breach of trust or confidentiality 

• Failure to deliver care in accordance with professional standards (e.g. ignoring care plans, sleeping on duty) 

• Theft, fraud, or falsification of records, qualifications, or expenses 

• Sexual misconduct or inappropriate relationships with clients or patients 

• Criminal convictions relevant to employment, including failure to disclose 

• Abuse (physical, sexual, emotional, psychological, or financial) 

• Possession, use, or distribution of illegal drugs while on duty 

• Attending work under the influence of alcohol or other substances 

• Harassment, bullying, discrimination, or aggressive behaviour 

• Use of abusive or offensive language 

• Damage to or misuse of client property 

• Ignoring or failing to follow care plans, leading to increased risk to patients or service users 

12. Gifts & Gratuities 

It is HG Group’s policy that their agency workers will not accept gifts, gratuities, favours, rewards for services rendered. If you are offered any of the above, you must explain politely that it is against HG Group’s policy. 

13. Useful Contacts 

HG Group 
Main Phone Line: 02039832211 
General Email: info@hansongrey.com 
Complaints Email: complaints@hansongrey.com  
Website: www.hansongrey.com 

We hope that you have found this Agency Worker Handbook useful. Please note that the information within this handbook is for guideline purposes only. Feel free to call us for further help or advice – we are always happy to hear from you.