national care standards: nurse agencies

National Care Standards - Nurse Agencies Edition

Annex A

Advocate or advocacy

A person independent of any aspect of the service or of any of the statutory agencies involved in purchasing or providing the service, who acts on behalf of, and in the interests of the person using the service. An advocate can be helpful if a person feels unable to represent him or herself.

Agency manager

Registered nurse or person holding a current medical qualification who is responsible for running the agency.

Agency nurse

A qualified nurse, midwife or health visitor currently registered with the NMC who is registered with the agency to provide care.


A qualified nurse, midwife, health visitor or care assistant who is registering with an agency.

Citizen advocate

See advocate

Complaints procedure

Clear procedures that help the user of the service or others to complain about any aspect of the service.


Information presented in a layout that is suitable for you. This could be in easy-read language, braille, on tape or on disk.


Nursing and Midwifery Council. This organisation was set up by Parliament to ensure nurses, midwives and health visitors provide high standards of care to their patients and clients. To achieve its aims, the NMC maintains a register of qualified nurses, midwives and health visitors, sets of standards for education, practice and conduct, provides advice for nurses, midwives and health visitors and considers allegations of misconduct or unfitness to practice. Website:

People who receive services

The individuals who receive nursing care from the nurse.

Quality assurance process

A process carried out by the nurse agency to monitor effectiveness and whether people who use the service are satisfied.

Service agreement

An agreement between the nurse agency and the service user about the terms of business, communication arrangements and how the agreement can be ended.

Service user

This may be an organisation registered by the Scottish Commission for the Regulation of Care or an individual who is buying the service for themselves. In some cases the service user may be a relative who is buying the service on behalf of an individual.


The disclosure by an employee (or professional) of confidential information which relates to some danger, fraud or other illegal or unethical conduct connected with the workplace, be it of the employer or of his fellow employees. (Lord Barrie QC 1995)

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