We value all feedback—positive and constructive—as it helps us maintain a high-quality, professional service. If you have a concern or complaint about a professional that is not a clinical or safety incident, this guide explains the correct process to follow.
When to Use This Process
This process is for non-clinical issues related to professionalism, conduct, or general performance. Examples include:
Concerns about attitude or professionalism.
Persistent punctuality or timekeeping issues.
Minor breaches of your location's code of conduct (e.g., inappropriate mobile phone use).
General feedback on a professional's performance or fit with your team.
For Serious Incidents:
For any issues related to resident safety, clinical errors (e.g., medication mistakes), safeguarding concerns, or serious misconduct, you must use our formal incident reporting channel.
See our guide: How to Report a Clinical Incident or Complaint
Step 1: Consider Blocking the Professional
If you have decided that you do not want this professional to work at your location again, we recommend you take the immediate action of blocking them on the platform. This is a separate step from lodging a complaint.
See our guide: How to Block a Healthcare Professional
Step 2: Send an Email with Key Details
To submit your feedback or non-clinical complaint, please send a detailed email to our dedicated team.
To help us resolve your concern as quickly as possible, please include the following information in your email:
The professional's full name.
The date(s) of the shift(s) in question.
A clear, factual description of your feedback or complaint.
Your name and the name of your care location.