Policy on obtaining comments from people who use the nursing agency

Service Users

Monitoring service user satisfaction is considered to be an important indicator as to whether the company is achieving its objectives in delivering a quality care service. The company will attempt to monitor this through the use of feedback reports, either verbal or written and is retained on the staff file. In the event that the feedback provides information pertaining to a complaint or skills need, this information will be provided to the Nursing Manager for immediate attention and action under the relevant policy.

Staff

When Direct Medics staff members are confirmed for assignments it is our aim to ensure that they are completely satisfied with the assignment, that it is within the range of their skills and it is everything expected. Our contact with our staff during assignment may include:

Arrival calls on the first day (to confirm safe arrival and first impressions);
Service calls during the assignment (to check that the assignment is proceeding as expected);
Records maintenance calls (to update documents that may be due to expire during the assignment).

Whilst clients provide feedback during and after assignments to allow us to maintain a record of performance for all placements, feedback is of course a two-way process and the company encourages all staff to provide relevant information on the assignment, the setting etc to enable us to enhance our service to our staff and to their colleagues moving forward.

Furthermore, the company encourages feedback from its staff on its own performance; a feedback exercise is carried out monthly, with staff booked in the previous month asked to provide feedback via an online survey as to the performance of the company’s Recruitment, Payroll and Compliance teams. Staff are encouraged to suggest improvements and all feedback is used within the company’s performance management programme for its internal staff.