Details
| Developer | TPSC |
| Released | November 09, 2011 |
| Type | All healthcare organizations |
| Language | English |
| Department | Customer Relations, Public Relations, Patient Services, Quality staff, Communications. |
| Support | |
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The Patient Safety Company +31 (0)72 - 8200 400 customerservice@patientsafety.com |
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Complaints
Every hospital should strive for offering the best service, quality of care, safety, guidance and therefor customer satisfaction. Yet, dissatisfaction uttered by complaints could occur. In these instances, the complaints app will guide both customer and organization through the handling process in order to meet quality standards and goals.
There will be no loss of information, action plans and tasks will be automatically set, communications are supported and monitoring is easy. It will help you to define your process or translate existing ones to the app. You will have customer focus, you will be able to improve on all kinds of issues, while being efficient in the handling necessary processing of complaints. So, great opportunities to save, be safe and reduce risks.
More details about the Complaints app
Problem definition
Patient and visitor complaints are indications of their dissatisfaction with services received. With increasing customer patient expectations there is a strong call for enhancing customer focus and a structured approach to complaints handling. Most healthcare organizations lack digital processing tools, loose overview and information or have not thought about automated workflows. This way it will be next to impossible to meet customer expectations, reduce risk, save costs or improve quality of care.
Course of solution
Phase 1 - Framework on how to handle complaints (if necessary).
Design a simple routing for complaints handling in and through your organization.
Define different courses of action or translate your complaints process into the TSPC Cloud.
Assign tasks and responsibilities to key personal.
Make the complaints form accessible to target groups, for instance through your website.
Phase 2 - Handling of complaints
Each filled in complaints form will automatically create a file.
Let the system take it through all necessary and predefined steps of responding, assigning tasks, internal communication, etc.
Assign, if necessary, and complete all task generated in the app.
Phase 3 - Control, monitor and manage
Let one or more dedicated staff members monitor the correct execution of the handling process by using dynamic datagrids, dashboarding and reporting tools.
Phase 4 - Analyze
Look at the complaints data gathered to monitor what is happening in your organization. Decide on any kind of action to improve.
Phase 5 - Improve
Use TPSC Improve (included in TPSC Cloud) to facilitate improvements in processes, protocols, healthcare procedures, communication processes and more…
Phase 6 - Communicate
Make sure that complaints handling gets the much needed attention by using the reporting and communication tools offered by TPSC Cloud.
Solution
The Complaints app will overcome all stated possible problems by empowering structured, automated handling of any complaint uttered. All files are at hand, workflows and action steps are created automatically, patients and visitors will be informed immediately on courses of action and be kept up to date during processing. Moreover, the efficiency offered by the app, will lead to cost reduction, preventing further damage, enhanced customer service and even better performance, quality of care and branding.
Support for the Complaints app
General support
Initial deployment, configuration and training can be provided onsite or by webinar.
Implementation support
After Initial deployment (datasync of the app), consultancy, configuration and training can be provided onsite or by webinar. It is possible to obtain long term maintenance or help desk support to this app.