Where to go for help when practices don’t pay

The scenario

“I was booked for a one-month locum placement requiring hotel accommodation. From the start, I was asked to carry out duties not agreed in advance and outside the scope of locum practice, including pre-registration supervision. After two days, I was informed via WhatsApp that my services were no longer required. The director and manager blocked my number, ceased communication, and refused payment. I had already paid for non-refundable hotel accommodation upfront.”

Sanaa Mikhael, locum optometrist

How I navigated it

There was a range of things I needed to resolve, the most pressing being the payment for the days that I had already worked. I immediately tried to contact the practice director and manager to speak further.

After failing to speak to either the director or the manager, as the practice was a multiple, I attempted to speak to head office to resolve the situation. After no success, I sought advice from other locums and, importantly, the AOP. The AOP advised me on its suggested next steps, which included sending a letter of intent before proceeding to the Small Claims Court.

After a month or two, when I still hadn’t been paid, I sent the letter of intent to the practice director as suggested.

After receiving the letter of intent, the director phoned me and agreed to pay me for the two days that I had worked. As part of the original negotiations, the practice had agreed to cover my accommodation for the locum period, so I also requested reimbursement for the non-refundable, month-long accommodation cost that I had incurred.

The period that I had been booked to locum was during the summer, and the practice was based on the coast – as it was peak season, the accommodation had cost a few thousand pounds. Luckily, I had confirmation of the days booked, and that the practice would pay for my hotel stay, in writing. The director agreed to pay for the hotel stay, but not for the lost revenue that I had accrued by not working for the full month.

What I have learnt

Since this incident, I now ensure that I have everything confirmed in writing. I also discuss and agree all key details before I agree to a locum shift: the start time, end time, lunchtime, how long lunch is, and the length of appointments. If there are any specific additional tasks required, such as seeing minor eye conditions service appointments, I ask that I am informed beforehand. While documenting this conversation may not form a binding contact, it's better than not having anything at all, and it covers the basics.

Generally, I avoid booking long-distance locum shifts anymore, but if I were to, I would prioritise booking accommodations with flexible, fully refundable terms.

Additionally, before committing to a locum shift at a new practice, I make a point of consulting fellow locums for their insights, seeking recommendations and establishing whether anyone has prior experience working there.

Before committing to a locum shift at a new practice, I make a point of consulting fellow locums for their insights

How to seek help

This kind of situation can affect you emotionally. Being self-employed, locums will depend on each shift as an agreed source of income, particularly in relation to extended booking periods. Having found myself in this situation, I learned that maintaining a calm and measured approach is essential. If you start yelling, for example, it’s not going to be helpful during a discussion with the practice. Documenting everything is essential too.

The AOP is able to provide advice and support, and should be your first port of call for guidance.

Having experienced non-payment on three separate occasions during the years that I have been locuming, I’ve learned that it is important to understand the appropriate steps to take, as well as when and where to seek advice and support from. Once you have been in this situation before, it is easier to protect yourself in future situations. In addition, speaking with other locums can be helpful in providing perspective and easing frustration, ensuring the issue is approached in a more measured way.