Service User Guide

We would like to take this opportunity to thank-you for your interest in us and provide you with a clear guide to the services we would like to offer you.

Below is a reference guide to the service levels and commitments we make to you.

Statement of Purpose

PANACHE is a 24 Hour, 7 Day a Week Agency. We specialize in the provision of a range of Healthcare Staff. We endeavor to provide a high quality, personalized service which allows true understanding of your individual needs and requirements. We are committed to providing the highest quality staff whether your need is now or next week. Our office staff are all highly trained individuals, supported by a team of experienced Managers. Both the Responsible Individual, Fiona Aldridge and Registered Manager, Claire Simmons have completed their NVQ Level 4 in Management.

Types of Candidates

PANACHE currently supply staff under 2 categories:

1) Qualified Nurses
2) Unqualified Staff

  • Senior Care Officers
  • Care Assistants
  • Support Workers
  • Domestic Staff
  • Laundry and Kitchen Assistants

Staff are thoroughly managed via the CQC Standards and regulations and all documentation relating to them is inspected by our Clients on a regular basis. All Qualified Staff at PANACHE are expected to work in line with the NMC Code of Professional Conduct.

Where We Supply

The above staff are supplied to a large range of establishments, depending upon their individual experience and qualifications. PANACHE supply to Residential and Nursing Homes, Local Authority Homes, NHS Trusts and Hospitals, Psychiatric Establishments, Special Sheltered Homes and County Council Homes. We also supply to registered Mental Healthcare and Learning Disability Centres.

Please contact us for all your temporary staffing issues and we will endeavor to supply the right personnel to suit your needs. All of our staff have been fully checked and registered, Enhanced Disclosure and Barring Service (DBS) checked and are insured for Professional Indemnity and Public/Employers Liability.

Booking Staff and Cancellations

PANACHE operate a 24 Hour a Day, 7 Day a Week Service. You will be able to contact one of our booking team at any time by telephoning one number. 0845 601 5404. PANACHE is a service orientated business. The team of booking staff have over 25 years booking experience. Our staff are overseen by a strong management team consisting of a qualified nurse and experienced senior management. PANACHE will select the suitable temporary worker for your staffing requirements and confirm their details to the person in charge of your establishment. As set out in our Terms of Engagement, cancellations or changes to this arranged booking must be communicated to PANACHE immediately to avoid charges being incurred.
If a PANACHE temporary worker cancels a shift, we will contact you immediately and inform you of the situation. Every effort will be made to re-fill this vacancy.

Timesheets, Charges and Invoice Payments

Whilst PANACHE timesheets are standard, we do operate a two-timesheet system. This is in an attempt to stop fraud within the industry.

1. Single Timesheets
These are to be used if the temporary worker is only required for one shift in that calendar week. This may be signed at the end of the shift worked.

2. Weekly Timesheets
These are to be used if the temporary worker is required to work more than one shift in that calendar week. Please may we ask you to only sign the timesheet at the END of the week. The Person in Charge must initial each shift in the right-hand column.

Please do not hesitate to contact us if you have any queries. Each timesheet is a 4-part carbon system. Once a timesheet has been signed and authorized, the 4th copy (last page) should be left with yourselves. This allows for clear comparison at the Invoice stage.

Once a timesheet is received by PANACHE, an Invoice is created; clearly stating the day, date, hours worked and charges applied. Please refer to the charge sheet in this pack. The Invoice will also clearly state how to pay and where to send the payment. If you have any queries regarding timesheets or Invoices, please do not hesitate to contact us on 01372 361392.

Complaints Procedure

PANACHE has regular inspections for qualified staff and therefore is committed to following the set regulations and standards. We would ask you therefore to provide us with as much feedback on our staff as possible, both positive and negative. We can provide you with our Feedback forms for your own use.

If you do have a complaint about any member of PANACHE staff, please telephone us on 0845 601 5404. We will fully document the details of your complaint and depending upon its nature, we will agree a necessary course of action. You may feel it is necessary to contact CQC for any concern you may have involving qualified staff. You do have the option to contact CQC at any time via the following contact routes:

Care Quality Commission (CQC)
Newcastle Upn Tyne


We would appreciate as much information as possible and ask to be kept informed at all stages of the process, as it is paramount that we deal with the complaint thoroughly. We are committed to dealing with all complaints received and will respond within 14 days. We will endeavor to have resolved your complaint within 28 days. We will feed back to you as soon as possible.


We hope that this short guide is a helpful tool for you. If you do have any questions, please do not hesitate to contact us.

Again may we take this opportunity to thank-you for your interest in PANACHE and we look forward to a long working relationship with you.