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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Agency Representation Policy (Professional Image and Conduct in Client Settings)

1. Purpose

The purpose of this Agency Representation Policy is to provide clear, professional, and ethical guidance for all temporary workers employed by {{org_field_name}} regarding their conduct, appearance, and representation of the agency while working within client settings. As temporary workers directly represent {{org_field_name}} during assignments in care homes, nursing homes, residential care settings, and healthcare facilities, it is essential that they uphold the highest professional standards at all times. This policy sets out expectations in relation to appearance, behaviour, communication, professional boundaries, and compliance with regulatory and legal requirements. It ensures that all stakeholders – including clients, service users, families, and colleagues – receive safe, dignified, respectful, and professional care. This policy is aligned with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, the Code of Conduct for Healthcare Support Workers and Adult Social Care Workers in England, the NMC Code (for registered nurses), the Equality Act 2010, and CQC Fundamental Standards.

2. Scope

This policy applies to:

• All temporary workers employed by {{org_field_name}}, including registered nurses, healthcare assistants, and support workers on zero-hours or casual contracts
• All settings where workers are assigned, including care homes, nursing homes, and other healthcare facilities
• All office and managerial staff who support and monitor temporary workers in the course of their duties
• All periods of engagement, including during placement, when travelling on client business, or when representing {{org_field_name}} at events

3. Related Policies

• Code of Conduct for Temporary Workers
• Uniform and Appearance Policy
• Safeguarding Adults and Children Policy
• Health and Safety Policy
• Whistleblowing Policy
• Incident Reporting and Management Policy
• Equality, Diversity, and Inclusion Policy

4. Professional Image and Conduct Overview

{{org_field_name}} requires all temporary workers to:

• Present a professional, safe, and positive image of themselves and the agency at all times
• Deliver care in a way that reflects the core values of respect, dignity, kindness, and competence
• Be punctual, reliable, and committed to providing high-quality care
• Follow client-specific policies and procedures as well as those of {{org_field_name}}
• Communicate effectively, professionally, and respectfully with service users, relatives, colleagues, and client staff
• Demonstrate accountability and integrity at all times

5. Professional Appearance

5.1 Uniform and Dress Code

Temporary workers must:

• Wear the uniform provided by {{org_field_name}} or the client organisation (where applicable)
• Ensure that uniforms are clean, well-maintained, and appropriate for the task and setting
• Wear an agency-issued photo identification badge at all times while on duty
• Avoid wearing clothing, jewellery, or accessories that may present health and safety risks (e.g., long necklaces, false nails, open-toe footwear)
• Follow infection prevention and control measures relating to appearance (e.g., bare below the elbows)
• Maintain good personal hygiene and grooming standards

5.2 Personal Presentation

Temporary workers must:

• Avoid strong fragrances which may cause discomfort to service users
• Ensure hair is tied back where appropriate
• Present a professional and tidy appearance at all times
• Refrain from wearing excessive make-up or inappropriate accessories

6. Professional Behaviour and Conduct

Temporary workers must:

• Always act with courtesy, kindness, and respect towards service users, relatives, colleagues, and client staff
• Promote dignity, privacy, and autonomy for service users
• Communicate clearly and appropriately, avoiding slang, inappropriate language, or discriminatory remarks
• Avoid gossip, criticism, or negative remarks about clients, colleagues, {{org_field_name}}, or other stakeholders
• Remain vigilant to safeguarding concerns and report any concerns immediately in line with the Safeguarding Policy
• Never engage in behaviour that may bring {{org_field_name}} into disrepute or undermine public trust

7. Punctuality and Attendance

Temporary workers must:

• Arrive punctually for all assignments and shifts
• Notify both the client and {{org_field_name}} immediately if delayed or unable to attend
• Complete the full duration of assigned shifts unless authorised otherwise
• Follow absence reporting procedures in the Absence Management Policy
• Avoid leaving assignments early without prior agreement from the client and {{org_field_name}}

8. Confidentiality and Information Governance

Temporary workers must:

• Maintain confidentiality regarding all information obtained during assignments
• Never discuss client, service user, or organisational information outside of work unless required by law
• Follow the Data Protection and Confidentiality Policy and the Data Protection Act 2018
• Report any actual or suspected data breaches immediately to the client and {{org_field_name}}

9. Boundaries and Relationships

Temporary workers must:

• Maintain clear professional boundaries with service users, families, and colleagues
• Never accept gifts, loans, or personal favours from service users or relatives, except as permitted under the Gifts and Hospitality Policy
• Avoid forming personal or inappropriate relationships with service users or their families
• Refrain from sharing personal contact details with service users or their families
• Seek advice from {{org_field_name}} if unsure about maintaining professional boundaries

10. Use of Technology and Social Media

Temporary workers must:

• Never use personal mobile phones during working hours unless on a designated break in a private area
• Never use phones or personal devices to take photographs or videos within client premises
• Avoid posting comments or images on social media that relate to service users, clients, or {{org_field_name}}
• Maintain confidentiality and professionalism when using social media
• Follow the Social Media and Communications Policy where applicable

11. Health and Safety

Temporary workers must:

• Adhere to client-specific health and safety policies and procedures
• Report hazards, risks, and incidents immediately to client staff and {{org_field_name}}
• Follow infection control protocols including hand hygiene and PPE usage
• Use equipment safely and report faults or defects promptly
• Complete required training prior to undertaking assignments

12. Incident Reporting

Temporary workers must:

• Report all incidents, accidents, and near-misses to both the client organisation and {{org_field_name}} in line with the Incident Reporting and Management Policy
• Document incidents clearly and factually without delay
• Cooperate fully with investigations by the client, {{org_field_name}}, or regulators

13. Responsibilities of {{org_field_name}}

{{org_field_name}} will:

• Ensure that temporary workers receive full induction training on professional image and conduct
• Provide written guidelines and this policy to all temporary workers at induction
• Support temporary workers who encounter professional challenges in client settings
• Monitor professional conduct through client feedback, supervision, and audits
• Take appropriate action where breaches of this policy occur, including additional training, supervision, or disciplinary action

14. Director’s Responsibilities

In the absence of a registered manager, the director will:

• Oversee the implementation, monitoring, and review of this policy
• Ensure temporary workers are aware of and trained on this policy
• Respond to incidents and concerns related to professional conduct
• Investigate any complaints regarding professional behaviour by temporary workers
• Liaise with clients to address concerns about representation, conduct, or performance
• Promote a culture of professionalism, respect, and integrity

15. Client Relationships

Temporary workers must:

• Cooperate fully with client organisation policies, procedures, and instructions
• Seek guidance from the client’s designated manager or supervisor when needed
• Report concerns about the care environment or service user safety following the safeguarding or whistleblowing procedures
• Avoid criticising or challenging client staff publicly; raise concerns privately and professionally

{{org_field_name}} will:

• Work collaboratively with client organisations to address any concerns about temporary workers’ conduct or representation
• Respond promptly and professionally to client complaints
• Support temporary workers through client inductions, supervision, and performance management

16. Training and Supervision

{{org_field_name}} will:

• Provide mandatory induction covering professional image, behaviour, and representation
• Reinforce this policy through ongoing training and refresher courses
• Include professional behaviour as a key component of supervision and appraisal processes
• Provide additional training where breaches of this policy are identified

Temporary workers must:

• Participate fully in required training
• Apply learning consistently in all client settings
• Seek support if unsure about expectations of professional behaviour

17. Breaches of Policy

Breaches of this policy may result in:

• Formal investigation by {{org_field_name}} and client organisations
• Removal from placement
• Requirement to undertake additional training or supervision
• Disciplinary action up to and including dismissal
• Referral to professional regulators where applicable (e.g., NMC for registered nurses)

18. Continuous Improvement

The director will:

• Review this policy annually or sooner if required by changes in legislation, guidance, or incidents
• Analyze complaints, incidents, and client feedback relating to conduct and professional image
• Use findings to update training, procedures, and policy content
• Promote reflective practice and professional learning for all temporary workers

19. Policy Review

This policy will be reviewed annually by the director of {{org_field_name}} or sooner if required due to legislative, regulatory, or operational changes. All amendments will be shared with temporary workers, clients, and relevant stakeholders.

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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}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.