- Are punctual
- Are organised
- Are polite and respectful
- Remain at all times professional and maintain confidentiality
- Are reflective and improve from feedback
- Honour their commitments
All healthcare providers are encouraged to complete feedback for staff after a session.
All GPs are expected to adhere to the requirements of GMC Good Medical Practice (2013).
All staff and healthcare providers in the community should follow these guidelines to ensure a positive and enriching experience for other users.
Lantum operates a ‘three warnings’ system to protect you and all users (staff and healthcare providers) from behaviour that goes against the code of conduct, and where our feedback system cannot be used or is not appropriate.
In brief: where formal action could be taken:
- A no-show to a booked session (staff)
- Turning staff away from a booked session (healthcare provider)
- Last minute cancellations (72 hours before session) without reason (staff or healthcare provider)
- Abusive language or actions towards each other or towards Lantum (staff or healthcare provider)
- Feedback about an individual’s performance which could adversely affect patient safety
Warnings stay on the individual or practice’s internal profile (not visible to others) for 6 months, after which they expire and are deleted. The decision to place a warning on file is determined by the Head of Clinical Governance and the Operations Manager. If 3 warnings are received within a 6 month period or there is a serious concern, the profile will be deactivated for a period of time commensurate to the concerns that have been raised, for example deactivation for a period of 1 month. During this time the individual or practice will not be able to use the Lantum platform. GPs will also be required to have a Performance Review with the Head of Clinical Governance.
In more detail:
A no-show to a booked session
Turning staff away from a booked session
When a session is booked, both staff and healthcare provider receive booking confirmations and upcoming job reminders.
It is the responsibility of both users to check the Lantum platform for bookings. If you are unavailable for the session or the session is no longer needed, the session must be withdrawn on the platform and both parties will receive a cancellation email.
Last minute cancellations (72 hours before session) without reason
We do appreciate that occasionally things do come up last minute, and that sometimes you are unavailable to work, however please make every effort to withdraw from the job as soon as you can, at least 3 business days’ before the start date.
You must give a written reason when withdrawing from the session and call the practice to let them know directly that you will not be able to complete the session at the earliest convenience so the practice can make alternative plans.
Similarly, you must not end or leave a session early without the agreement of the supervisor on duty at the practice.
Abusive language or actions towards each other or towards Lantum
At Lantum, our mission is to empower and support staff and healthcare provides. Therefore we will not tolerate abusive language or threatening behaviour towards each other or towards patients and we take these actions very seriously. If you or a patient has received abusive language or threatening behaviour, please contact our support team on 0203 771 8411.
Feedback about a GP or GP Practice which could adversely affect patient safety, staff or the GP
Where there are persistent and/or serious incidents relating to a GP or a Practice that can not be resolved the GP or Practice may be removed from the Lantum platform and no longer able to use this service.
Please see the section ‘How to provide feedback or make a complaint.'
If you experience any technical issues or have questions, please contact the Customer Support team.
You can get in touch either by using the online chat (08:00-21:00 weekdays, 08:00-20:00 weekends) in the bottom right-hand corner or email email@example.com.
Alternatively, call us on 0203 771 8411 (08:00 – 21:00 weekdays, weekends 08:00 – 20:00)
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