CH146-Working with External Providers and Agencies in Home Care Policy
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Registration Number: {{org_field_registration_no}}
Working with External Providers and Agencies in Home Care Policy
1. Purpose
The purpose of this policy is to ensure that {{org_field_name}} maintains effective, safe, and compliant working relationships with all external providers, agencies, and third-party professionals involved in the care and support of the people we support. This includes but is not limited to agency staffing services, specialist health providers, equipment suppliers, training providers, and contractors. This policy provides clear and detailed guidance to staff on how to engage with external organisations safely and in a manner that protects the dignity, rights, and well-being of the individuals we support, in line with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, particularly Regulations 9 (Person-centred care), 12 (Safe care and treatment), 13 (Safeguarding), 15 (Premises and equipment), 17 (Good governance), and 19 (Fit and proper persons employed)
2. Scope
This policy applies to all staff at {{org_field_name}} who coordinate, oversee, or deliver care and support in collaboration with any external organisation. This includes managers, team leaders, support workers, and administrative personnel who are involved in communication, procurement, and partnership working with outside agencies. It also applies to temporary agency staff, external contractors (e.g., maintenance or equipment providers), and visiting healthcare professionals such as district nurses, occupational therapists, and physiotherapists. All third parties must work within the values and compliance expectations of {{org_field_name}}, and we are committed to holding them to the same standards as our internal staff.
3. Related Policies
This policy should be read in conjunction with:
- CH04 – Good Governance Policy
- CH07 – Person-Centred Care Policy
- CH11 – Safe Care and Treatment Policy
- CH13 – Safeguarding Adults from Abuse and Improper Treatment Policy
- CH15 – Regulated Activities Compliance Policy
- CH16 – Health and Safety at Work Policy
- CH18 – Risk Management and Assessment Policy
- CH25 – Notification of Other Incidents Policy
- CH26 – Recruitment, Selection and Retention Policy
- CH27 – Staff Supervision, Training and Development Policy
- CH34 – Confidentiality and Data Protection (GDPR)-Service User Policy
4. Policy Details
4.1 Selection and Vetting of External Providers
We only engage with external providers and agencies that meet the required legal, professional, and safety standards. Before entering into any working relationship, we conduct rigorous due diligence checks to ensure the provider is appropriately registered, qualified, insured, and able to demonstrate a history of compliant and ethical service delivery. All agency staff must meet the standards of Regulation 19 (Fit and Proper Persons Employed). Evidence of enhanced DBS checks, training records, references, and professional qualifications are required. Contracts and service level agreements (SLAs) are issued and signed before work commences, outlining our expectations on safeguarding, confidentiality, and quality.
4.2 Induction and Supervision of Agency Staff
All agency workers are required to undertake an induction specific to {{org_field_name}} before beginning work. This includes training on our safeguarding procedures, emergency protocols, infection prevention control, and confidentiality expectations. We ensure they are fully informed of the needs, preferences, and risks associated with the people they are supporting. Agency staff are never permitted to work alone without proper orientation or supervision. Managers carry out spot checks and review performance during assignments. Poor performance or conduct from agency staff is recorded and reported to the agency with immediate discontinuation of the contract if necessary.
4.3 Working with Specialist Providers and NHS Professionals
We welcome and facilitate collaborative working with health professionals such as GPs, community nurses, mental health teams, and rehabilitation specialists. Our staff are trained to communicate effectively, share relevant information securely, and follow up on recommendations from external professionals. Meetings with external healthcare providers are documented in the individual’s care notes, and our staff ensure continuity of care by implementing any medical or therapeutic advice provided. Where multi-agency working is needed, we support joint assessments and co-design care plans in accordance with Regulation 9 (Person-centred care) and the Care Act 2014.
4.4 Safeguarding and Confidentiality
All external providers are expected to adhere to our safeguarding procedures and policies. Any concern, allegation or incident involving an external provider must be reported immediately to the Safeguarding Lead {{org_field_safeguarding_lead_name}}, {{org_field_safeguarding_lead_role}}. External staff are informed that any failure to protect or uphold the rights of people we support may result in immediate withdrawal of engagement and potential referral to professional bodies or regulatory authorities. External parties must sign confidentiality agreements, and any sharing of personal information must comply with UK GDPR, our CH34 policy, and only occur on a need-to-know basis with the consent of the person or their legal representative.
4.5 Monitoring and Review of External Providers
The performance and compliance of all external providers are reviewed regularly. Feedback is obtained from staff, people we support, and family members regarding their experience with third-party professionals or contractors. Any complaints or incidents are investigated in line with our Complaints Policy (CH14) and findings are used to guide ongoing procurement decisions. Where a provider falls short of expectations, corrective actions are put in place or the relationship is terminated. Audits, contract reviews, and quality assurance checks are completed at intervals agreed within the contract or SLA.
4.6 Health and Safety Responsibilities
All external personnel must comply with our Health and Safety at Work Policy (CH16). This includes the proper use of PPE, awareness of fire evacuation procedures, infection prevention protocols, and environmental risk management. Contractors must provide evidence of their own risk assessments and method statements (RAMS) before commencing work. We ensure their activities do not compromise the safety, privacy, or dignity of people living in or visiting our home. Any hazard or near-miss involving an external provider is reported and investigated as part of our incident and risk management processes.
4.7 Communication and Reporting
Effective communication with external agencies is a cornerstone of coordinated care. We maintain accurate records of all contacts, visits, and shared documentation with third-party professionals in the care file or digital system. Key points of contact are identified for each external organisation. When concerns arise, they are escalated to the Registered Manager {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}} or Nominated Individual {{org_field_nominated_individual_first_name}} {{org_field_nominated_individual_last_name}}, who liaise with the agency or provider directly. We also ensure external providers are made aware of their responsibility to notify the CQC of any relevant events under Regulation 18 (Notification of Other Incidents).
5. Policy Review
This policy is reviewed annually, or earlier in response to changes in legislation, CQC guidance, or operational needs. Any lessons learned from incidents or feedback from people we support will inform future amendments. Staff will be notified of any updates and receive training where necessary to ensure ongoing compliance.
Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
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