Terms & Policies

Policies & Governance

At Abacus Care & Support Ltd, we are committed to delivering safe, compassionate, high-quality care while upholding the highest standards of integrity, equality and accountability.

We operate in full compliance with UK legislation and regulatory standards. Abacus Care & Support Ltd is:

• Registered in England & Wales under Companies House No: 12365398

• Regulated by the Care Quality Commission (CQC) – Provider ID: 1-8613818964

Our governance framework ensures transparency, safeguarding, and continuous improvement across all areas of our service.

Our Commitment to Ethical and Safe Practice

We maintain a comprehensive suite of policies that guide our staff, protect the people we support, and ensure compliance with legal and regulatory requirements. Summaries of our key policies are provided below.

Full policy documents are available upon request.

Anti-Bullying Policy

We are committed to maintaining a working and care environment free from bullying, intimidation or victimisation.

Bullying behaviour – whether verbal, non-verbal, physical, written or online – is not tolerated under any circumstances. All concerns are taken seriously and investigated promptly, fairly and confidentially.

Staff are encouraged to report concerns without fear of reprisal, and appropriate action will be taken where bullying is identified.

Harassment Policy

Abacus Care & Support Ltd has a zero-tolerance approach to harassment.

Harassment related to protected characteristics (as defined under the Equality Act 2010) or any other personal attribute is strictly prohibited. This includes unwanted conduct that violates a person’s dignity or creates an intimidating, hostile, degrading, humiliating or offensive environment.

All allegations are investigated thoroughly and managed in line with our disciplinary procedures.

Equality & Human Rights Policy

We are fully committed to promoting equality, diversity and human rights in all aspects of our work.

We:

• Uphold the principles of the Equality Act 2010

• Promote equal opportunities in recruitment, employment and service delivery

• Respect the dignity, individuality and human rights of every person

• Do not tolerate discrimination, victimisation or unfair treatment

Care and support are delivered in a person-centred manner that respects individual beliefs, culture, preferences and protected characteristics.

Grievance Policy

We encourage open communication and aim to resolve workplace concerns fairly and promptly.

Employees who have concerns about their work, working conditions, or relationships are encouraged to raise them informally where possible. Where this is not appropriate, a formal grievance process is available.

All grievances are handled confidentially, impartially and in accordance with employment legislation and ACAS guidance.

Whistleblowing Policy

We are committed to the highest standards of openness, honesty and accountability.

Our Whistleblowing Policy enables staff and others to raise genuine concerns about malpractice, wrongdoing, safeguarding issues, regulatory breaches or risks to health and safety without fear of retaliation.

Concerns can be raised internally or, where appropriate, with external regulatory bodies. Individuals who raise concerns in good faith will be protected.

Modern Slavery & Human Trafficking Policy

Abacus Care & Support Ltd has a zero-tolerance approach to modern slavery and human trafficking.

We are committed to:

• Acting ethically and with integrity in all business dealings

• Implementing systems and controls to safeguard against modern slavery in our organisation and supply chains

• Ensuring fair recruitment and employment practices

• Complying with the Modern Slavery Act 2015

We expect the same high standards from all contractors, suppliers and business partners.

Compliments, Suggestions & Complaints Policy

We welcome feedback from people who use our services, families, professionals and stakeholders.

Feedback helps us improve and maintain high standards of care.

• Compliments are shared with staff to recognise good practice.

• Suggestions are reviewed to improve service delivery.

• Complaints are taken seriously, investigated thoroughly and responded to in a timely and transparent manner.

Complainants are treated with dignity and respect, and raising a concern will not negatively impact the care provided.

If a complainant is dissatisfied with the outcome, they will be signposted to appropriate external bodies, including the Care Quality Commission (CQC) where relevant.

Code of Conduct & Professional Standards

Our staff operate in accordance with professional standards and best practice guidance, including the Code of Conduct for Healthcare Support Workers and Adult Social Care Workers in England (Skills for Care).

• We expect all employees to:

• Act with integrity and professionalism

• Maintain confidentiality

• Promote dignity, respect and independence

• Safeguard individuals from harm

• Work within their competence and seek support when needed

All staff receive appropriate training and supervision to uphold these standards.

Governance & Continuous Improvement

Our governance framework includes:

• Clear leadership and management accountability

• Regular policy review and updates

• Staff training and competency assessments

• Service user feedback monitoring

• Safeguarding oversight

• Regulatory compliance monitoring

Policies are reviewed periodically and updated in line with legislative changes, regulatory guidance and service development.

Access to Full Policies

Full policy documents are available upon request. Please contact:

Abacus Care & Support Ltd
Devonshire Business Centre
Works Road
Letchworth
SG6 1GJ

Email: enquiries@abacuscaresupport.co.uk

Telephone: 02071001680