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
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.