Mar 13, 2023
Scan.com Response
3yHi there,
Firstly we want to acknowledge your review. It is important we get feedback, the good and the bad.
There were some comments in your post that we felt were worthy of response or clarification. For ease I have listed these below, however, beyond this, we would be happy to discuss this further in person.
Gym membership - As we mentioned on offer, towards the end of last year we completed a benefits review with the team (prior to you joining). The feedback was very clear on what that team valued and plans are already in place to roll out our new benefits. Gym memberships may work for London-centric businesses, but it doesn't for remote businesses where there are different gym's in operation across geographies.
We have never offered home cleaning as a benefit.
We don't consider benefits to be aspirational, the benefits a company offers are dependent on a number of factors and (if done right) are co-created with the team and reviewed regularly. In our case, we have introduced a number of processes and policies that go far and above any business our size, or larger. These include an outstanding parental leave plan, mental health support, female wellness support, miscarriage leave, gender affirmation support and much more.
Two-week onsite training - this is something you mentioned on exit as being contractual - there is no contract clause with 2 weeks onsite training. I would be happy to discuss this further with you and provide copies. Training, in any role, is ongoing and "in-role". As our team is mainly distributed, this is provided in a number of ways.
Onboarding feedback is requested from everyone and we try to arrive at a place that works for all. So far the feedback has been overwhelmingly in favour of being "in-role", however, I can confirm that we do not ever ask any new Patient Services staff to be on calls from their first day.
Busy nature of the role - We do recognise this is a busy role, and being a customer-facing role it is much faster-paced that any back office function. We do not attempt to sugarcoat that. Being customer-facing is hard work and our Patient Services team are long-standing employees who have delivered impeccable service, as is outlined in our trust pilot scores. The role does require managing multiple sources of communication so that we work in a way that suits the customer. This is generally how most early stages customer support functions work.
Leavers - We fully celebrate when individuals are presented with new opportunities that are in line with their career goals. We had 2 leavers move on to roles that were either in line with their education or wider career needs. Both left on exceptionally good terms and friendships made. We also make sure to get their feedback on exit as as we look for opportunities to enhance the employee experience. Neither leaver has requested any information from us post leaving with regards to payslips or P45's. In your case, your P45 was issued a few weeks after your last payroll, this is the norm. Your payslips were issued to your online portal when payment was made.
Annual leave - Our holiday year runs from 1 Jan to 31 December. We contractually offer 28 days leave and this is pro-rata'd if you leave within the holiday year. All annual leave accrued from 1 January to your last day in the business was paid as part of your final paycheck. Probationary periods have no bearing on accrued annual leave. Everyone is entitled to their unused holidays to be either used before exit, or paid out.
We do appreciate that on this occasion, this was not a role match. We wish you the very best of luck in your next move.
