Until further notice, the Orbit360 Service Desk will be operating an email only service. Should you require urgent assistance, please email email@example.com with a contact number and we will get back to you as soon as possible.
We currently have limited access to the office, any patient forms sent to us via post will be collected once per week. We will upload these to a doctor’s profile when these are collected and therefore there may be a delay in doing so. We are operating as normal for scanned copies and these will appear on a doctor’s account within 2 working days. You can email a scanned copy of the questionnaires to firstname.lastname@example.org.
We will keep you updated on any developments. Many thanks for your understanding during this time.
Orbit360 frequently asked questions
Supportive Medical Colleague
The role of the Supporting Medical Colleague (SMC) in the process is to help the doctor reflect on their feedback – both positive and negative. As an SMC you will;
- Verify the list of colleagues that the doctor has selected, you should ensure that the list represents colleagues from across the doctor’s whole practice
- The doctor’s report will be released to you to review
- You should provide your feedback to the doctor on the report
- You will then release the report to the doctor
Yes, there is no obligation to accept the request.
The colleague list should represent colleagues from across the doctor’s whole practice (medical, nursing, administrative etc) before approving their list. Once you have approved the list, Orbit360 will automatically send the questionnaire to the nominated colleagues.
- Accept the list in its entirety
- Remove individuals you consider inappropriate to provide feedback, accepting the remaining list
- Reject the entire list and request that the doctor makes amendments
Once you are logged into Orbit360, you will be able to see a list of all doctors for whom you are acting as a Supportive Medical Colleague (SMC). You will be able to view the progress chart for each doctor to monitor their progression in the process.
If you have accepted a request to act as a SMC but you can no longer continue with this role, you should contact the Revalidation Support Unit. We’ll then support the doctor in continuing the process with an alternative SMC.
Once the feedback process is complete you will receive an email notification to check and release the report. You should log in to Orbit360 and open the report, you should examine the feedback and decide whether:
- This is universally good feedback
- There are minor areas that may indicate developmental needs
- There are many areas where the feedback is less than good
- There are one or more areas that the feedback may surprise or upset the doctor
- There is one or more comment that is personal, rude or defamatory
Most reports fall into the first two points and the feedback may be released to the doctor after a brief conversation offering to discuss the feedback at a later date. This conversation should focus on doctor’s perception of the feedback and what if any development/changes need to be made. Remind the doctor to record their reflections in the appropriate section of their MARS account. Remember that some doctors are upset if they do not score in the top category for everything and may be offended or upset that they are not seen as perfect.
For further guidance on the SMC role, look at the SMC Frequently Asked Questions.
If feedback is completed electronically, the number of responses will increase and show on the doctor's account immediately (if you are logged into Orbit360 you may need to refresh the page).
If feedback is completed on a paper form, these will need to be returned to the RSU – you can view guidance for this part of the process here. Paper forms are scanned into software which will transfer the data into an electronic format, the RSU will then check that the data has been transferred correctly. We aim to complete this process within 2 working days from when forms are received by the RSU, however, if a high volume of forms are received in the office it may take longer.
Any doctors you are acting as a SMC for, and are ‘paused’ will be removed from your ‘SMC actions’ list. You will be unable to action anything while the doctor’s surveys are paused. Any feedback responses that a doctor has received from colleagues or patients will be saved in their progress.
Once a doctor is reactivated their process will resumed, they will appear on your SMC list and you can continue with supporting the colleague/patient process.
In addition to your Orbit account email, you may have acted as an SMC for another doctor using a different email address. Some doctors may prefer to keep these accounts separate, however, Orbit360 allows you to merge these if you prefer – see 'I have duplicate Orbit360 accounts, how do I merge these?'.
You’ll need to click on the ‘person’ symbol in the top right hand corner of Orbit360 and select ‘my account’. Please ensure you are logged into the account you wish to keep.
Under the heading “have a duplicate account?” please enter the email address for the account you wish to merge with. Orbit360 will search for this account and a message will appear. To confirm you should then select ‘submit merge request’, the request will then be sent to the Orbit360 team to review and approve – we aim to review these in 2 working days.