Frequently Asked Questions
157 Dorset Road, Wimbledon SW19 3EQ
Office: 020 8274 8625 / Out-of-hours: 07956 956358
Have a question? Find what you’re looking for in our FAQs.
We understand you may have a number of questions about our services, so we have tried to answer as many as possible on this page.
If you have a question, which has not been answered below please contact us, call 020 8274 8625 or send us an email using firstname.lastname@example.org. Thank you and we look forward to hearing from you soon.
HLR aims to be as transparent as possible, pay rates differ for each client and you will be fully informed of rates before signing up with us. We will ensure that our consultants find you the best local nursing and healthcare jobs in London and Surrey. As we are a high paying agency, be prepared to be offered work at the last minute, as our clients rightfully will attempt to fill all their posts first with bank staff. On occasion, we will have to change a pay rate, but you will be notified of the pay rate when you accept a shift. If in doubt at any time, please ask.
We offer weekly pay via PAYE (pay-as-you-earn) or as a Personal Service Company (Limited company). We collect timesheets every Monday by 8am and these are processed and paid. Invoices can be generated on Hlrsys.net by close of business every Tuesday. Payment is made by BACS directly into your bank account each Friday. If you have any payroll queries, please contact the team during office hours, Monday – Friday 830am – 5pm.
You can pick up timesheets at each client and submit them for payroll in the designated timesheet box. Deadline for timesheets is every Monday, 8am. If you have access to a printer, you can download and print timesheets from the Candidate Zone.
We run our Pay-Cycle weekly. Staff work a week in arrears and in order to be paid, timesheets must be received by HLR no later than 08.00am on a Monday. Timesheets are processed and paid via BACs on a Friday. It is your responsibility to ensure timesheets are submitted and received on time.
Logon to HLRsys.net with your registered login details.
Go to: Candidate / My Availability
All staff must work a minimum of two Sundays per month – if you can work more Sundays, perfect! The system will first prompt you to set your availability for Sundays – please ensure you mark yourself as available on the Sundays that you can work as you will not be able to override this on the system. You will need to call the team to change your Sunday availability. Once you have set your Sundays please save.
AVAILABILITY FOR THE MONTH
Once you have committed to your Sundays the system will allow you to set your availability for the whole month. You need to make sure none of the boxes say ‘Choose’ so you need to mark yourself as Available/ Unavailable (or Holiday if away) for each day in order for it to save. Please ensure your availability is correct at all times to avoid any unwanted shifts and ensure you commit to your set days as discussed during registration. It is important for us to know when we can rely on you for shifts – so your online availability should reflect your set days.
Go to: Candidate / Claim Shifts
You are responsible for claiming your own shifts and creating your weekly rotas. Providing you have set your availability, you will be able to see and claim shifts on the days you are set as available. If your availability is not set you will not able to see any shifts.
Please ensure your availability is correct as clients like to book candidates direct. If they see you are available they will automatically assign you shifts. Please make sure your availability is correct at all times to avoid unwanted shifts and confusion with your rota. Read shifts carefully before claiming – days shifts start 0745 or 0800 and night shifts start 1945 or 2000.
The system currently allows staff to claim up to 32.25 hours online – if you are unable to claim additional hours, please call and speak to a member of the team and the shift(s) will be assigned to you.
Go to: Candidate / My Shifts
It is your responsibility to know your confirmed shifts/ rota for the week. You can view your shifts for the week and even for the month by clicking on ‘Display shifts for’ and choosing ‘next 7 days’ or ‘next 30 days’. When you claim and confirm shifts, you are expected to fulfill them. You cannot cancel shifts online nor text to cancel. You must call and speak to a member of the team to cancel – giving at least 48 hours notice. We appreciate emergencies happen, but we ask staff to give us as much notice as possible. Please call the office between 830am-1730 or the on-call mobile to cancel. You must speak to a member of staff to report sickness/cancellation – failure to do so may result in a two-week suspension from booking shifts.
If your shift is cancelled you will be informed by an automated text message. Please note: cancellations are out of our control, but we will prioritise staff that are cancelled and work to ensure, where possible, you get an alternative like-for-like shift. Please ensure you read text cancellations carefully and note the date(s) that you are cancelled to ensure you fulfill all your confirmed shifts. Refer to ‘My Shifts’ for your confirmed rota – cancelled shifts will be deleted from the system. If in any doubt with your rota, please call and speak to a member of the allocations team.
As a healthcare professional, your mandatory training must be refreshed every year. You cannot work with HLR if your training is not ‘in-date’. If you have RHN training or external training, you must ensure you attend a refresher course to continue working.
The HLR compliance team will inform you when your training is due to expire. RHN staff must attend a one day refresher. If you do not work at the RHN and have sourced your own training, you must ensure you undertake a refresher training before your certificates(s) expire.
If you have any questions about training or compliance, please call and speak to a member of the team. Please note: your E-learning is equally as important as the practical training course – both are crucial to your on-going learning and development. When you have successfully completed your RHN training, you will have 2 months from the practical refresher course to complete your e-learning modules.
Your training is your responsibility, failure to attend the practical refresher and complete your e-learning will result in future shifts being cancelled.
If you have attended the RHN two-day induction training or one-day refresher, you will be expected to complete your e-learning modules within two months of undertaking the practical part of the training.
To access your e-learning modules, please visit: https://adfs01.rhn.org.uk/adfs/ls/
Please log in with your RHN email address and password that you have been assigned/ created.
Upon successful completion of your practical and e-learning modules, candidates will be presented with their certificate.
If you do not remember your login details, you will need to see the RHN IT department. The team is located in the basement and you will need to see them in person to reset your details – this cannot be done online or over the phone.
Government guidance on self-isolation is updated daily. It is more important than ever that you stay updated with the latest Government advice on the signs and symptoms of COVID-19 and self-isolation guidance to prohibit the further spread of this virus. We recommend you sign up to the daily email alerts to ensure you don’t miss out.
Remember, if you, or a member of your immediate family or anyone you have been in close contact with has recently returned from any of the specified countries or areas, then you must follow Government advice and self-isolate, if necessary.
If you are too ill to work, you will receive Statutory Sick Pay (SSP), which is paid by HLR for up to 28 weeks.
If you are unable to work for more than seven days because of coronavirus (COVID-19), you can obtain an isolation note through a new online service:
Some of you have permanent posts as well as working for us, and some nurses will also have insurance cover for periods when you may not be able to work. We are also aware that not everyone does. We know that you are worried about having to self-isolate or becoming ill as a result of COVID-19, or even being out of work to care for loved ones who have contracted COVID-19 and the financial impact this will have.
If you do not have access to any financial support or insurance and you are unable to work due to COVID-19, there are a number of options available to you, in addition to support measures the government may put in place. HLR will stand by you at this time and we ask that if you are suffering financial hardship as a direct result of COVID-19, to please get in touch immediately and HLR will endeavour to support you through this crisis.
HLR are now committed to pay our nurses NMC renewal fees for anyone who has worked continuously for the last 4 weeks and in the past 6 months, has done more than 16 shifts. Our absolute priority during this time is to ensure our nurses are paid, on time, for the work they do. This may mean NMC bonus payments are delayed. If you have still not received your bonus after 14 days, please email: email@example.com.
Please avoid coming to our office to produce documentation – we may not be around. The same applies for posting any documents to us. If we’re not available to receive these documents, they will be returned to you. The quickest way to get any documents across to us is to send a photograph or scanned copy to firstname.lastname@example.org.
We will need to see the originals of these documents at a later date but we are happy to make temporary exceptions to ensure we can get you working quickly.