Hospital Patient Complaint Tracking Software

The Patient Relations module permits you to track patient complaints and commendations, attribute the concern to a department, employee, or provider, and make immediate referrals to risk management or other related departments. Follow-up outcomes can be logged and categorized, making reporting easier than ever.

Automate real-time notification of patient admissions with an unresolved complaint, a history of complaints, or a poor satisfaction survey. This real-time worklist notification system allows the patient representative to follow-up with selected patients immediately upon admission. The Patient Navigator can also be used to review past data entries.

Features and Benefits

Intuitive, online patient complaint entry through customized browser-based forms, allowing for real-time data collection
Increases the reporting of complaints and commendations
Decreases the time between the date of the complaint and notification of Patient Relations staff
Includes collection of non-patient occurrences
Easily deployed on the hospital intranet, no additional password required
Data collection forms are easy to customize
Once submitted, the complaint cannot be retrieved or edited from the browser-based entry function
The entry is immediately available in the MIDAS+ Patient Relations module to trigger user-defined worklist rules for notification, follow-up and reporting by department managers
E-mail alerts notify staff that occurrences have been added to their Worklists for followup
Occurrences that are not addressed within the defined follow-up time can be forwarded immediately to appropriate managers

"Using the MIDAS+ Risk Management module, along with SmarTrack Worklists, has allowed us to track patients with a history of risk related issues. Nursing staff now know when a patient with a history of falling comes back to any of our facilities, and can adjust their care program accordingly. As a result our patient falls and patient complaints have dropped dramatically. We couldn't do that with any other product."

Richard Graveline
MIDAS+ System Manager,
Carondelet,
Tucson, AZ