How does your organisation collect and manage complaints?
No organisation looks forward to receiving complaints but when they do arise, they should be taken seriously. Swiftly and comprehensively addressing complaints will help your organisation gain constructive criticism and deal with the requirements of any professional indemnity insurer or regulatory body.
Many organisations collect complaints via lengthy online surveys, or simply provide a complaints email address on their website. Accordingly, for records to be stored centrally, staff may subsequently need to duplicate the data entry process. But the lack of automation doesn’t just cause problems when initially inputting data relating to the complaint. It also limits an organisation’s ability to monitor the status of incidents.