Make a formal complaint about a clinician

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

Types of complaints

Complaints can be non-clinical or clinical.

Examples of non-clinical complaints include:

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

*These are generally related to behaviour, conduct and administrative activities.

Examples of clinical complaints include:

• The clinician breached patient confidentiality  
• There are complaints about the clinician’s patient care

*These are generally related to concerns around patient safety and data. Most complaints can be handled at a local level between the clinician and the practice involved. Below are the following steps to follow if you have a complaint about a clinician who uses Lantum.

Leave informal feedback

If the issue is minor and you wish to provide informal feedback, you can do so via this process.

Submit a formal complaint

If you would like to submit a formal complaint, please follow the process below.

Please note that formal complaints may result in warnings which are listed on the clinician’s Lantum internal records for a period of six months. If three warnings are received within a period of six months, their account may be temporarily suspended. Lantum takes negative clinical feedback extremely seriously, and if concerns are persistent and cannot be resolved, the account of the relevant clinician may be permanently suspended. See The Lantum Code of Conduct for Staff for examples of cases where a warning would be given.

At Lantum, we aim to resolve all complaints within 3 weeks of receiving them. Lantum’s complaint process is as follows:

1. You can fill out the complaint form attached below and send it to support@lantum.com. Please be aware that patient details should not be shared with Lantum under any circumstances.
2. Lantum then assigns the complaint to a support agent within 48 hours. They will act as your main point of contact throughout the process.
3. The support agent investigates the complaint and contacts all parties involved to gather more information. The complaint form will also be shared with the complainee for feedback. This may take between 5-10 working days.
4. A resolution is then agreed between the relevant parties based on the outcome of the investigation. Where necessary, a mediation meeting may be booked between complainant, complainee and Lantum to reach a satisfactory resolution.

Additional steps you can take for clinical complaints:

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 doctor's Responsible Officer. Details of the doctor's 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.

Inform the GMC/ LMC of the complaint

If you have immediate concerns about a doctor's 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.

Customer Support

If you ever experience any technical issues or have questions, please don't hesitate to contact the Customer Support team here at Lantum