Flexible Workers Concerns

If there is a complaint from a patient or visitor about one of our flexible workers or an agency worker, this must be reported and handled through the Trusts complaints procedure. Please inform NHS Professionals by submitting an online feedback form and we will support the Trust in investigating and answering the complaint. If it is necessary to take action with the flexible worker to prevent a recurrence and they are a Bank Only worker, then NHS Professionals will do this.

If you are concerned about an incident or the standard of work of a flexible worker or agency worker undertaking an assignment in your Trust, then please discuss this with the individual at the time. If you continue to have concerns, then please inform NHS Professionals by submitting an online feedback form. All concerns raised in this way are followed up, and through our computerized complaints management system we are able to identify patterns of behaviour and issues relating to individuals, even if they work in a number of different Trusts.

If there is a need for a flexible worker or agency worker to be excluded from the Trust (for example where there are reasonable grounds to believe that the worker has committed gross misconduct) then the Flexible Worker should be asked to leave the Trust and the web based electronic feedback form completed and submitted to NHS Professionals as soon as possible in order for us to take appropriate action.

If a flexible worker or agency worker is implicated in a serious incident the Trust must follow internal reporting and escalation procedures to inform the safeguarding team, adult protection team or police as appropriate and inform NHS Professionals within 24 hours. The Trust should lead on these investigations and NHS Professionals will support the Trust throughout the investigation in a partnership approach. If it is necessary to take action with the worker and they are a Bank Only worker then NHS Professionals will do this.

NHS Professionals will accept a complaint about a flexible worker provided that a feedback form is submitted within six months. If a complaint is submitted after this time NHS Professionals may not be able to accept or investigate the complaint.

All forms received will be acknowledged electronically or in writing within two days of receipt and should be responded to by the appropriate NHS Professionals department within 25 working days.

To give your comments please complete our online feedback form.