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

Lantum prides itself on the quality of the Practices we work with. Occasionally we understand that the work you expected to undertake was not as previously described or the Practice did not meet the required standards.

You can see more about obligations in the Terms of Engagement.

Practices who post sessions through Lantum are expected to be:

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

These are the processes you should follow when you are not satisfied with a session worked through Lantum.

Examples of complaints include:

• Equipment (faulty or not available)
• No induction or locum information available
• Information Governance (having to use a generic username and password)
• Staff unhelpful or rude
• Excessive workload or being asked to do work outside your scope of practice 

Here's the process you follow:

Step 1 - Leave feedback

If you have minor feedback, you can email it to us on support@lantum.com and we will pass it on to the Practice to learn from and improve. Or you can message the Practice 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 Practice Feedback Form. Please return this form to Lantum on support@lantum.com. This form will be reviewed by the Head of Customer Operations and The Head of Customer Success. It will also be shared with the Practice 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.