Patient Complaints Software for Complaint Handling
Making it easy to enter, respond and learn from complaints
i-Sight patient complaint tracking software can be configured, quickly and easily, to manage grievances, complaints and other feedback from patients and employees.
Handling complaints and service requests all day can be stressful. Give your team the tools they need to perform at their best and consistently exceed patient expectations.
Capture the Complaint Details
The i-Sight patient complaint handling solution is configured uniquely for each hospital, allowing you to quickly and accurately record all the relevant information — including a description of the problem, department, provider, location and other details.
Most hospitals choose to make the web based intake form available to every employee. This simple and intuitive web form ensures that staff will take the time to capture every complaint. Once a complaint is recorded i-Sight can trigger an automatic email notifications to a patient relations officer and place the complaint in a queue.
Investigate & Communicate Internally
Resolving patient complaints can be complicated, and may involve many parties. i-Sight provides the tools you need to coordinate the appropriate resources, track deadlines, manage review processes and ensure accountability.
From within a case file, you’re able to develop milestones or tasks and assign them to the desired parties. Each task owner is notified by email of his or her responsibility. If tasks aren’t completed on time the case owner is automatically notified and can take appropriate action.
The “Case Record” captures all case information related to a case. It makes it easy to:
- Maintain centralized patient information
- Record investigation notes
- Create actions/tasks with due dates and reminders
- Assign actions to other individuals with due dates and reminders
- Create and send emails from within a case record
- Use template letters
- Record resolution provided to patient
- Create follow-up actions/tasks
- Keep clear audit trail or history of actions on a case
- Attach documents of any kind
Patient complaints and feedback are a goldmine of information that can improve customer retention and reduce overall corporate risk. i-Sight is the toolset you need to begin learning from the feedback your customers give you every day. i-Sight includes a world class reporting engine.
Dashboards: Personalized for every individual to increase accountability as they take ownership of their performance through improved visibility.
Report Writing: Simple drag and drop interface, combined with a report creation wizard enables novice users to quickly create and publish professional reports.
Distribution: Deliver information in a clear and professional report format using one time or scheduled report broadcasts.
Benefits of i-Sight Patient Complaint Handling Software
Improve Service Recovery
Responding quickly and accurately to patient complaints will improve patient satisfaction scores.
Speedy entry of complaints ensure nurses and other staff will use the tool
Provide your team with tools they need to ensure no complaint falls through the cracks.
Create your own reports and identify trends and improvement opportunities.
Monitor Service Quality
Use metrics such as average time to close files.
Clearly document your actions. Meet the requirements of organizations such as JCAHO, HIPAA, CMS and CCHSA.