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Policies and Procedures Flipbook PDF
Policies and Procedures
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POLICIES AND PROCEDURES 1
Safeguarding Policy Purpose The purpose of our policy is to safeguard vulnerable adults, this applies to employees, employers and anyone else who works in our day centre. In our day centre we have the responsibility to make sure no other service users bully or harm the other service users. We will make sure we don't ask them to do anything that would put them at risk and most importantly make sure they feel comfortable while they are at our day centre. Reporting Concerns If there is a grievance or concern or an allegation it should be addressed to the senior staff on duty. If that is not satisfactory then you can address your concerns with management who can be contacted via email and phone call. There are information booklets and signs placed around the day centre. Any issues can be reported to management or fill out a complaint form online via the website provided, your safety and well-being is of our upmost importance here at the Men Matter Too. Failure to comply with the policy If policies are not followed we will resort to Disciplinary steps: • A letter setting out the issue. • A meeting to discuss the issue. • A disciplinary decision. • A chance to appeal this decision Do’s and Don’ts DO! follow all rules and regulations and remember to always treat others how we wish to be treated DON’T be afraid to ask for help that’s what we are here for, if in doubt stop think and ask!
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Health and Safety Policy General statement We are committed to the Health, Safety and Welfare of our members of staff, our volunteers, and the members of the public that use our premises. Our aim is to ensure that our premises are a safe environment for all by controlling the hazards in and around our premises and the hazards caused by what we do. We aim to prevent work-related injuries and ill health. We have completed Risk Assessments and will regularly review them. We will consult with you about Health and Safety and provide you with the information, instruction, supervision and training that we consider is necessary. We will make sure that you are kept safe by carrying out inspections and performing health surveillance as required. We will maintain equipment and the premises and provide any Personal Protective Equipment that we consider necessary for your Health and Safety. You are asked to help us maintain a health and safe environment by reporting hazards, accidents and dangerous occurrences. You are asked to look after the safety equipment we provide and to follow safety instructions and signs. You are reminded that you are responsible for your own safety and the safety of others who use these premises This policy will be reviewed regularly and revised as necessary. Organisation and Responsibility. The overall responsibility for Health and Safety lies with the Manager. The following people are responsible for Health and Safety: • Nick Jones • Sam Herron • Cassie Morgel If you need any more information or have any concerns about Health and Safety, please contact one of the people above. Members of staff and volunteers are reminded that they are responsibility of their own Health and Safety and the safety of the others in the premises. Procedures and Safety Arrangements: Chemicals Hazardous chemicals, identified by an orange warning symbol, will be assessed for safety using a COSHH (Control of Substances Hazardous to Health) assessment. This will be completed by the Manager and will be reviewed annually. COSHH assessments are kept in the Health and Safety Folder and near to the Chemical Stores. No hazardous substance is to be used or stored on the premises that does not have a COSHH assessment. 3
Ensure that the door to the Chemical Store is always locked shut and all chemicals are correctly stored in the cupboard. Please ensure that you follow all of the manufacturer's guidance and follow any additional information in the COSHH assessment. Ensure that you are familiar with the precautions that you might need to take in the event of an emergency involving the substance. Electrical equipment and wiring The electrical wiring within the building(s) will be inspected annually, or at a duration that has been suggested by the contractor performing the tests. A NICEIC contractor will perform the periodic inspection and test in accordance with BS7671 (formerly the IE Wiring Regulations). No person is to make any alterations to the electrical installation without prior agreement from the Manager. Portable electrical appliances will be maintained, inspected and tested routinely. This will be done annually, or at a duration that has been suggested by the contractor performing the tests. Certificates of wiring inspections, alterations and portable appliance test records will be kept in the Health and Safety File. Please ensure that electrical equipment is used safely, following the manufacturer's instructions. Do not overload sockets, avoid using extension leads and take care to prevent tripping hazards when laying cables. Fire Extinguishers The Fire Extinguishers within the premises will be periodically examined and tested as recommended by the Service Company. The Service Company will also advise on the purchase of replacement or supplemental equipment. The certificate for the inspection and test will be displayed for one year (or until the next inspection and test), after which it will be kept on file. Fire extinguishers will be examined for damage and use monthly by the Manager. Extinguishers must not be removed from their locations except in an emergency, or for the purposes of carrying our maintenance. Fire extinguishers should only be used by persons competent and trained in their safe use. First Aid A number of first aid kits are available throughout the building and are clearly marked. If the contents of any first aid kit is used, the Manager must be informed. Suitable trained and competent persons should only administer first aid. First aid kits will be checked monthly by the Manager to ensure that the contents have not been used, that none of the contents have expired and that no medicines or other preparations are contained within the kit.
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Risk Assessment The Manager will identify hazards and perform a Risk Assessment. The outcome of this assessment will be recorded and kept in the Health and Safety Folder. The significant findings of this assessment will be made available to Staff and Volunteers through information, instruction and training. Where actions are needed to reduce or eliminate risk, the Manager will decide a time scale by which the corrective actions are to be completed. This will be based on the principle of "As Low As Reasonably Practicable". Any person discovering a hazard must inform the Manager as soon as possible. In the case of serious and immediate danger, the correct emergency procedures must be followed.
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Manual Handling Policy Statement This organisation recognises its responsibility to ensure that all reasonable precautions are taken to provide and maintain working conditions that are safe, healthy and compliant with all statutory requirements and codes of practice. The organisation fully complies with the following legislation: 1. the Health and Safety at Work Act 1974 2. the Management of Health and Safety at Work Regulations 1999 3. the Manual Handling Operations Regulations 1992 4. the Lifting Operations and Lifting Equipment Regulations 1998. The Manual Handling Operations Regulations 1992 were the end result of a European directive, issued in 1990, and are firmly based on a “minimal handling” approach to manual handling. Under the Regulations, employers are required to avoid the need for employees to undertake any manual handling operations which involve a risk of their being injured and where such activities cannot be immediately eliminated a “suitable and sufficient assessment” of all such operations is mandatory. Having carried out this assessment, employers must take appropriate steps to reduce the risk of injury to the lowest level reasonably practicable. Aim of the Policy This policy is intended to set out the values, principles and policies underpinning this organisation’s approach to manual handling. Manual Handling at Work Policy This organisation recognises its responsibility under the Health and Safety at Work Act 1974 and the Management of Health and Safety at Work Regulations 1999 (MHSWR) to ensure that all reasonable precautions are taken to provide and maintain working conditions that are safe, healthy and compliant with all statutory requirements and codes of practice. Employees, service users and contractors are expected to abide by safety rules and to have regard to the safety of others. The organisation understands manual handling as the transporting or supporting of loads by hand or by bodily force without mechanical help. This includes activities such as lifting, carrying, shoving, pushing, pulling, nudging and sliding heavy objects. It especially covers the lifting or moving of service users by staff. This organisation is committed to ensuring the health, safety and welfare of its staff, so far as is reasonably practicable, and of all other persons who may be affected by our activities, including service users, their visitors and contractors. As all of these manual handling activities obviously carry the risk of injury if they are not performed carefully, then the organisation will take the following steps to ensure that its statutory duties to protect staff and service users are met at all times. 6
1. Each employee will be given such information, instruction and training as is necessary to enable safe manual handling. 2. All processes and systems of work will be designed to take account of manual handling. 3. All processes and systems of work involving manual handling will be assessed and properly supervised at all times. Duties of Staff The Manual Handling Operations Regulations 1992 set out an obligation upon employees to make full use of systems of work laid down for their safety in manual handling operations. This is in addition to their obligations under other health and safety legislation including making proper use of equipment provided for their safety. To conform with the Manual Handling Operations Regulations 1992, this organisation requires its staff to adopt the following three-stage model. 1. Staff should avoid hazardous manual handling as far as is reasonably practical. 2. Where hazardous manual handling cannot be avoided, staff should assess the risk first. 3. Depending on the result of the assessment, staff should reduce the risk involved to the lowest level reasonably practicable. The successful implementation of this policy requires total commitment from all employees. Each individual has a legal obligation to take reasonable care for their own health and safety, and for the safety of other people who may be affected by their acts or omissions. It is also the policy of this organisation that, under s.7 of the Health and Safety at Work Act 1974, it is the duty of every employee at work: 1. to take reasonable care of their own health and safety and those of any other person who may be affected by their acts or omissions at work 2. as regards any duty or requirement imposed on their employer by or under any of the relevant statutory provisions, to co-operate with the employer, so far as is necessary, to enable that duty or requirement to be complied with. 3. Follow the safe principles of Manual Handling: Stop and think – assess, plan, prepare Maintain good posture • Bend your knees • Adopt a balanced stance • Have a good grip on the load • Hold the load close to your body • Move your feet to change direction In addition, no person in the organisation shall intentionally or recklessly interfere with or misuse anything provided in the interests of health, safety and welfare in pursuance of any statutory provisions. 7
PPE Policy Introduction The benefit of wearing personal protective equipment (PPE) is that it helps protect both service users and staff from infection. You should be provided with appropriate PPE suitable for the task and the type of PPE worn should be based on the: • • •
Risk of micro-organisms spreading to service users and staff Risk of soiling of your uniform/workwear Risk of blood and/or body fluids contaminating your skin, nose, mouth or eyes
All PPE should be disposed of as soon as the activity is completed and as per local policy. Always wash your hands after disposing of PPE. Gloves The main reasons for wearing gloves: • •
To protect hands from contamination with blood, body fluids and micro-organisms To reduce the risk of micro-organisms spreading to both service users and staff
Gloves are not a substitute for handwashing. Hands must be washed or alcohol handrub applied to hands immediately before putting on and after removing each pair of gloves. Gloves must: • • • • •
Be appropriate for the task - use disposable clinical gloves when providing personal care and domestic (rubber) gloves for cleaning. See ‘Glove selection guide’ Be changed if a perforation or puncture is suspected Be changed between each different task on a service user Be worn as single use items Not be washed, nor cleaned with alcohol hand rub and reused
Latex gloves Latex gloves are made from natural rubber (latex) and due to their elasticity, provide a better fit than other types of glove. Latex can cause skin sensitivity and allergies and following risk assessment, some employers are using alternative products such as nitrile. Nitrile gloves Nitrile gloves are a synthetic alternative to latex gloves. To be worn if the employer has a latex-free policy or if the service user/staff member is latex sensitive. Vinyl gloves Vinyl gloves are not recommended for contact with blood and blood stained body fluids. These are looser fitting, less durable for procedures involving twisting and are more likely to tear and develop holes. They are not associated with skin irritation. Vinyl gloves should only be worn when there is no risk of exposure to blood or blood stained body fluids, and if tasks are short and non-manipulative.
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Aprons Disposable aprons are resistant to fluids and protect the areas at highest risk of contamination on the front of the body. A disposable apron is single use. It should be worn whenever body fluids or other source of contamination is likely to soil the front of the uniform or workwear, especially when: • • •
Dealing with urine and faeces Decontaminating equipment or the environment Undertaking a procedure on a service user with a known or suspected infection
A disposable apron should be removed and disposed of after each task. Never wear an apron for a dirty task and then move onto a clean task without changing it. Hand hygiene should be performed after removing the apron. There is no need to wear disposable gloves or apron when unloading washing machines, dishwashers, tumble dryers or when ironing. Facial Protection If there is a risk of splashing of blood and/or body fluids to the face, safety spectacles or a visor should be worn to protect the eyes and face. Eye and face protection should not be impeded by accessories, e.g. false eyelashes, facial piercings. Eye protection Safety glasses are not routinely required, unless there is a risk of body fluids getting into the eyes, e.g. a service user spitting. Masks Face masks are not routinely required and will be made available when necessary, e.g. in the event of Pandemic flu. Masks should: • • • •
Cover both the nose and mouth and not be allowed to dangle around the neck after use Not be touched once put on Be changed when they become moist Be worn once and disposed of when removed. Hand hygiene must be performed after disposal
Footwear Footwear must be well maintained, visibly clean, non-slip and support and cover the entire foot to avoid contamination with blood or body fluids or potential injury from sharps.
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COMPLAINTS POLICY Policy Statement We at Men Matter Too believe that if a customer wishes to make a complaint or register a concern they should find it easy to do so. Men Matter Too’s policy is to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide a better service. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by customers are taken seriously. The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. It is NOT part of each establishment’s disciplinary policy. We at Men Matter Too believe that failure to listen to or acknowledge complaints will lead to an aggravation of problems, customer dissatisfaction and possible litigation. Men Matter Too supports the concept that most complaints, if dealt with early, openly and honestly, can be sorted out at between the complainant and Men Matter Too. Aim The aim of Men Matter Too is to ensure that its complaints procedure is properly and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and fairly. Goals • Customers and their representatives are aware of how to complain, and that Men Matter Too provides easy to use opportunities for them to register their complaints • A named person will be responsible for the administration of the procedure. • Every written complaint is acknowledged within two working days • Investigations into written complaints are held within 28 days • All complaints are responded to in writing by Men Matter Too • Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to both Men Matter Too and their customers.. • The named manager, with responsibility for dealing with complaints, is Nick Jones. Complaints Procedure Verbal Complaints • All oral complaints, no matter how seemingly unimportant, should be taken seriously. There is nothing to be gained by staff adopting a defensive or aggressive attitude. • Men Matter Too employees who receive an oral complaint should seek to solve the problem immediately if possible. • If staff cannot solve the problem immediately they should offer to refer the matter to the complaints manager to deal with the problem. • All contact with the complainant should be polite, courteous and sympathetic. • At all times staff should remain calm and respectful. • Men Matter Too Employees should not accept blame, make excuses or blame other • employees. • If the complaint is being made on behalf of the customer by an advocate it must first be verified that the person has permission to speak for the customer, especially if 10
confidential information is involved. It is very easy to assume that the advocate has the right or power to act for the customer when they may not. If in doubt it should be assumed that the customer’s explicit permission is needed prior to discussing the complaint with the advocate. Written Complaints • When a complaint is received in writing it should be passed on to the named complaints manager who should record it in the complaints book and send an acknowledgement letter within two working days. The complaints manager will be the named person who deals with the complaint through the process. (Nick Jones). • If necessary, further details should be obtained from the complainant. If the complaint is not made by the customer but on the customer’s behalf, then consent of the customer, preferably in writing, must be obtained from the customer. • A copy of the complaint’s procedure will be given to the customer. • If the complaint raises potentially serious matters, advice should be sought from a legal advisor. If legal action is taken at this stage any investigation by Men Matter Too under the complaints procedure should cease immediately. • Immediately on receipt of the complaint Men Matter Too should launch an investigation and within 28 days should be in a position to provide a full explanation to the complainant, either in writing or by arranging a meeting with the individuals concerned. • If the issues are too complex to complete the investigation within 28 days, the complainant should be informed of any delays. • If a meeting is arranged the complainant should be advised that they may, if they wish, bring a friend or relative or a representative such as an advocate. • At the meeting a detailed explanation of the results of the investigation should be given and also an apology if it is deemed appropriate (apologising for what has happened need not be an admission of liability). • Such a meeting gives Men Matter Too the opportunity to show the complainant that the matter has been taken seriously and has been thoroughly investigated. • After the meeting, or if the complainant does not want a meeting, a written account of the investigation should be sent to the complainant. • The outcomes of the investigation and the meeting should be recorded on appropriate documentation and any shortcomings in Men Matter Too’s procedures should be identified and acted upon. • Men Matter Too’s complaints procedure should be audited by the manager every six months. Training Nick Jones is responsible for organising and co-ordination of training. All staff should be trained in dealing with, and responding to, complaints. Complaints policy training should be included in the induction training for all new staff and in-house training sessions on handling complaints should be conducted at least annually and all relevant staff should attend.
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