How to provide feedback or make a complaint about a locum?

Lantum prides itself on the quality of its members, but we recognise that occasionally a GP Locum doesn’t achieve the high standards expected of them. In these instances, it's important that the GP Locum is made aware of any problems so that they can reflect on them and improve for the future.

GP Locums who book work through Lantum are expected to be:

• Punctual
• Organised
• Polite and respectful
• Remain at all times professional and keep confidentiality
• Reflect and improve from feedback
• Honour their commitments

If you wish to raise an issue or provide feedback on the service provided by a locum booked through Lantum, follow the process below.

I want to provide feedback about a locums behaviour or professional conduct (non-clinical):

Examples of non-clinical grievances include:

• Locum was late for a session or does not turn up
• The locum was unprepared (for example did not have a car despite being told about home visits)
• The locum was rude to staff or patients
• Locum withdraws from a session with 3 or fewer days notice
• There are non-clinical complaints about the locum

Here's the process you follow:

Step 1 - Leave feedback

If you have minor feedback, you can email it to us at support@lantum.com and we will pass it on to the GP to learn from and improve. Or you can message them directly through the Lantum messaging centre.

Step 2 - Submit a formal complaint

If you would like to submit a formal complaint, please complete the Lantum GP General Feedback Form (see attachment below). Please return this form to the Support team at Lantum via email support@lantum.com.  This form will be reviewed by the Head of Customer Operations. It will also be shared with the GP for review and comment.

Step 3 - Request a formal warning

Contact Lantum directly via support@lantum.com to request a formal caution, this must follow your submission of a formal complaint. This final action escalates the matter further and if deemed appropriate to be given, is recorded internally against their profile for a period of six months. If three warnings are received within a period of six months, their account may be suspended. A warning may therefore result in a significant penalty for the GP Locum, so please be very sure before you request one. 

See The Lantum Code of Conduct for Staff for examples of cases where a warning would be given.

I want to provide feedback about a clinical issue

Examples include:

• The locum breached patient confidentiality  
• There are clinical complaints about the locum

Most complaints can be handled at a local level between the GP and the practice involved. Below are the following steps to follow if you have a complaint with a GP who uses Lantum.

Step 1 - Leave feedback

When the session is complete, if you have minor feedback, you should message the GP directly through the Lantum messaging centre.
If you wish you can share your concern with the Clinical Governance team.
If you send the feedback to the Clinical Governance team, please include contact details of the clinical lead in case the GP wishes to discuss the case with your clinical lead directly. 

Step 2 - Submit a formal complaint

If you would like to submit a formal complaint, please complete the Lantum GP Feedback Form Clinical (see attachment below). Please return this form to the Clinical Governance team at Lantum on clinical.governance@lantum.com. This form will be reviewed by the Head of Operations and senior members of the Clinical Governance team. It will also be shared with the GP for review and comment.

Step 3 - Inform the Responsible Officer for the GP

If you’re unhappy with the GP's response or feel the complaint is more serious, you can escalate the complaint to the doctors Responsible Officer. Details of the doctors Responsible Officer can be found on the GMC website under the doctor’s GMC number.  The Responsible Officer is the doctor responsible for monitoring the performance and revalidation of a GP.

Step 4 - Inform the GMC/LMC of the complaint

If you have immediate concerns about a doctors fitness to practise or you feel patient safety is at risk, please call the GMC and also get advice from your indemnity provider. The GMC number is 0161 923 6602. The GMC has provided details about the process of submitting a complaint. You can find details and guidance on how to submit a complaint to the GMC on the GMC website. 

If you are not sure whether the GMC should be involved, please contact the GMC on 0161 923 6602 and they will advise you.

We also ask that you inform our Clinical Governance team of any cases raised for our records, and so that the complaint can be shared with other Practice Managers (if relevant). However please be aware that patient details should not be shared with Lantum under any circumstances. You can email the Clinical Governance team at clinical.governance@lantum.com.

Step 5. Removal from site