COMPLAINT MANAGEMENT SOFTWARE FOR HOSPITALS

Improve Patient Satisfaction by Responding Quickly

i-Sight complaint management software can be configured, quickly and easily, to manage grievances, complaints and other feedback from patient and employees.  

With i-Sight you can quickly and affordably implement complaint management software that is fully adapted to your needs. i-Sight is customizable to optimize your business processes and meet your exact requirements.

Benefits:

• Improve Service Recovery: Responding quickly and accurately to patient complaints will improve patient satisfaction scores.
• Easy-to-Use: Quickly enter and automatically route complaints to the right department or person.
• Improve Productivity: Provide your team with tools they need to ensure no complaint falls through the cracks.
• Continuously Improve: Create your own reports and identify trends and improvement opportunities.
• Monitor Service Quality: Use metrics such as average time to close files.
• Ensure Compliance: Clearly document your actions. Meet the requirements of organizations such as JCAHO, HIPAA, CMS and CCHSA.

i-Sight ensures you track every patient interaction efficiently and accurately, creating a clear, searchable record.

Customer:  Eisenhower Medical Center – Top 100 Nationwide

In just two months, according to Craig Owens, the center’s Executive Vice President and Chief Operating Officer, i-Sight has proved its value by delivering significant improvements in:

• the  number of patient complaints captured;
• the timeliness of the hospital’s response to those complaints; and
• the quality of documentation and reports

As a result, says Owens, “I’m not nearly as concerned as I was in the past about complaints slipping between our fingers. We’ve made it a lot easier for people to report, which means we’re capturing more of the complaints.” In only two months after i-Sight was deployed, Eisenhower Medical Center saw a dramatic improvement in the rate of complaint capture.

i-Sight has also significantly improved the timeliness of the hospital’s response to complaints, by ensuring that each report is routed automatically to the appropriate individual for investigation and action within a specified period of time. Serious complaints are automatically escalated to a more senior manager, “The system tells us where our problems are and what kinds of things we need to be working on,” Owens says, “so that we can constantly improve.” He adds that i-Sight has greatly improved the quality of documentation and reports, which in turn makes it easier for the hospital to identify and address problems.

According to Owens, the i-Sight customer service software “tells us where our problems are and what kinds of things we need to be working on.” He adds, “It is definitely helping us get where we want to go in terms of customer satisfaction.”