FEATURE
Cancellation terms are also a concern; some agencies allow last-minute cancellations without notice, leaving staff unpaid, while others penalise workers for lateness without protecting their wellbeing. Ross advises caution with agencies unclear about costs: "If the terms aren't clear from the outset, ask what else they're not telling you. A proper contract should protect everyone involved."
EXPLOITATION AND LEGAL VIOLATIONS
Unity Plus has encountered many healthcare workers, particularly those from overseas, who were promised a set number of hours by other agencies outlined on their Certificate of Sponsorship, but oſten this is not fulfilled by the company that has sponsored them. Additionally, these staff were being treated unfairly by their employers due to their lack of knowledge of their employment rights. These staff are being encouraged to work over their 20-hour entitlement, accept cash payments and break the law, all because they are vulnerable.
“We’ve seen sponsored staff taken advantage of, treated unethically and put at risk of losing their visa and income. Some are even working roles outside their legal job description, which puts care homes at risk too,” says Taiba Qamar, Group Operations Manager at Unity Plus.
HIGH TURNOVER AND LACK OF CONTINUITY
Frequent changes in carers can upset residents and reduce the quality of care. Taiba states that continuity matters, and residents should have the opportunity to develop trusting relationships with their caregivers, making them feel cared for and safe.
An agency that prioritises continuity of care should be interested in the needs of your home and residents, thus allowing them to hand-pick the team that they put together for you. Remember, this shouldn’t be something that they can do in a matter of minutes, not if this is done in depth to ensure minimal changes at a later date.
Homes should be wary of frequent name changes and amendments to bookings, particularly when staff who have not worked at the home are being booked in last minute.
INCONSISTENT COMMUNICATION
Communication breakdowns between agencies and care homes can leave shiſts uncovered, or worse, put unprepared staff in unfamiliar situations, again compromising patient care. Agencies should be an extension of your care home to take over the stress of staffing issues and to ensure that CQC regulations are met. Agencies should not be asking homes for personal information about their residents, and all agencies should ensure they are investigating concerns raised by homes, consequently providing a detailed response of their findings.
“Agencies should be available when you need them,” says Taiba. “We’re available 24/7, care doesn’t stop at 5pm on a Friday and nor do we. If an agency isn’t available at certain times or the communication is not effective, that’s a red flag.”
REGULATORY GAPS
Unlike care homes, care agencies are not regulated by the Care Quality Commission (CQC), despite their critical role in frontline staffing. Ross continues: “Right now, it’s far too easy for bad agencies to keep operating, and there are no real enforcement powers, and that needs to change.”
Ross continues: “It’s so important for care homes to consider these red flags when selecting a partner agency. The priority extends beyond simply filling shiſts; if an agency fails to meet the highest standards, patient safety is at risk. There have been far too many tragic instances where unqualified agency workers have put patients' lives at risk, or worse, led to fatalities. This cannot continue.”
https://unityplus.co.uk
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