SENDhelp
Using a health and social care agency for the first time involves setting up an account, agreeing terms and placing your first booking. This guide walks providers through what to expect from the agency relationship from initial contact to ongoing use.
Using a health and social care agency for the first time can feel daunting, particularly for providers who have not worked with agencies before or who are moving to a new agency after a change in supplier. Understanding what to expect from the initial relationship-building and account setup process through to making bookings, receiving workers and managing the ongoing relationship helps providers get the best from agency use from the outset.
SENDhelp supplies experienced, vetted care staff to health and social care providers across the UK. Whether you need registered nurses, support workers or specialist care staff, we can help you fill vacancies quickly and compliantly.
The first step in working with a new care agency is making initial contact, usually by phone or online, and discussing your needs. Most agencies will conduct a brief account setup process before placing bookings. This typically involves reviewing and signing their terms of business, providing your CQC registration details and evidence of your CQC status, and completing any credit checks or account verification the agency requires. Some agencies conduct a site visit before agreeing to work with a new provider.
Reading and understanding the agency’s terms of business before signing is important. Key areas to review include: the hourly rates for each role category; how rates are calculated for different times of day, days of the week and short-notice bookings; transfer fee provisions and the qualifying period after which permanent hire is permitted without a fee; cancellation terms, including how much notice you need to give to cancel a confirmed booking without charge; liability provisions; and any exclusivity or preferred supplier clauses.
When placing a booking, provide the agency with as much information as possible: the date and times of the shift, the specific role and any required qualifications or experience, the location and any access information, the specific care tasks required, the client group and any specific needs of service users the worker will be supporting, and any risk assessments or individual care information relevant to the booking. The more information you provide, the better the agency can match a suitable worker to your specific requirement.
When an agency worker arrives for their first shift, they should receive an induction to your service even if they have worked there before. This should cover the layout of the building and any access codes, your health and safety procedures including fire evacuation routes, the specific service users they will be supporting and any relevant care plans or risk assessments, your policies on medication management, moving and handling and safeguarding, who to contact if they have any concerns and how to report incidents or accidents. A written induction checklist signed by the worker and a member of your staff provides a clear record.
The quality of the agency relationship over time depends significantly on how actively you manage it. This means giving clear and specific feedback on each worker placed, including both positive feedback and concerns, so that the agency can learn your preferences and improve the quality of future placements. It means being consistent about briefing requirements rather than expecting the agency to fill shifts without adequate information. And it means communicating changes in your needs or volumes so the agency can plan accordingly.
Care agencies typically invoice weekly or monthly for hours worked by their staff. Invoices should itemise hours worked by each worker, the rates applied for each type of hour and any additional charges such as mileage or parking. Providers should have a process for authorising timesheets or hours records before payment. Most agencies require signatures or electronic confirmation from the provider before invoicing. Disputed invoices should be raised promptly with the agency to avoid delays in resolution.
For related information see our articles on How Health and Social Care Agencies Work and How to Choose a Care Agency.
When using a care agency for the first time, you will typically go through an account setup process including reviewing and signing terms of business and providing your CQC registration details. You will then place your first booking by providing information about the role, timing and service requirements. The agency will confirm a suitable worker and you should provide an induction on arrival.
Key areas to review include hourly rates for each role and shift type, transfer fee provisions and the qualifying period for permanent hire, cancellation terms and charges, liability provisions and any exclusivity or preferred supplier clauses. Understanding these terms before signing prevents disagreements later.
Give clear and specific feedback on each worker placed, brief the agency fully on your service and service user needs for each booking, communicate changes in your requirements proactively and treat the agency as a strategic partner rather than a reactive crisis resource. Providers that invest in the agency relationship consistently achieve better outcomes than those that only contact agencies in an emergency.
Visit our Health and Social Care Agency Resource Hub for more guides on staffing, compliance, CQC standards, agency costs and how to choose the right care agency for your organisation.
The information in this article is provided for general guidance only and does not constitute legal, regulatory or professional advice. Regulations, rates and compliance requirements change: always verify current requirements with the relevant regulatory body. SENDhelp Education Limited accepts no responsibility or liability for any loss or damage arising from reliance on this content. Any links to third-party websites are provided for convenience only and do not constitute endorsement of their content.
To stop receiving marketing emails or SMS’s from SENDhelp, kindly complete the form below. We strive to promptly remove your information, aiming to complete the process as soon as we receive your submission.