p a p e r t i g e r s o f t w a r e

p a p e r t i g e r s o f t w a r e p a p e r t i g e r s o f t w a r e

on Patient Complaints issues

...Things are a lot scarier in the dark

Sheds light S and cuts complaints management down to size!

Patient Complaints Management

S O F T W A R E L T D

T I G E RP A P E R

P O Box 93 202 - Parnell - Auckland - New Zealand

WEBSITE www.papertigerxt.com EMAIL [email protected]

P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]

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1 To move to the NEXT slide - click anywhere on the screen with your mouse cursor

To move to the PREVIOUS slide - press ‘P’ twice (not operational if you are running demo over the web)

To QUIT the presentation - press the ‘ESC’ key (or the Back key if you are running demo over the web)

This sign will appear at the bottom right hand corner of each slide to show when it is COMPLETE.

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DEMONSTRATION INSTRUCTIONS


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Your FRONT LINE staff have IMMEDIATE access to the Patient Complaints Form via the Front Office - where complaints are entered as they happen.

Your MANAGEMENT staff have PASSWORD PROTECTED access to the complaint details via the Back Office - where all complaints are delegated, managed and continuously updated.

PAPER TIGER can INTERPRET and PRESENT information in graphic and tabulated form, to reveal trends and specific problem areas within your organisation.

iii PAPER TIGER will prompt you to COMMUNICATE your progress to COMPLAINANTS, so that they are kept informed about the status of their complaint and action being taken.

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The Patient Complaints Module is designed to help you manage incoming complaints QUICKLY... EASILY... & EFFICIENTLY

SOME BASIC PCM PRINCIPLES


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Clicking the PATIENT COMPLAINTS icon

HOW TO ACCESS THE PATIENT COMPLAINTS

MODULE

... will take you directly to the Patient Complaints form.

Each Icon in the Front Office is linked to a DATA ENTRY form.

Your staff enter the details of each complaint... & Paper Tiger manages the information.

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The red and yellow flashing bar, alerts you to any

OVERDUE complaints, reviews or requests

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THIS FORM REQUESTS ALL THE INFORMATION

NECESSARY TO MANAGE A COMPLAINT

Data Entry is EASY.

Your staff simply fill in the data fields, assisted by DROP DOWN MENUS...

Fields with RED borders are compulsory - and highlight information necessary to manage the complaint.

Once entered, the information is sent directly to the BACK OFFICE.

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THE COMPLAINT...

The person/s responsible

for dealing with issues are

prompted by PCM to act

and report against a

DEADLINE. You can see at a glance

what has and hasn’t been

acted upon.

Action continues to be

reviewed until a satisfactory

resolution has been

reached.

Receipt of the complaint is ACKNOWLEDGED

...and if the solution was UNSATISFACTORY - the

process is reassessed

COMPLETED ACTION is noted and the complainant is NOTIFIED

COMPLETED action is REVIEWED for effectiveness

ACTION is SCHEDULED and PRIORITISED

REPORTS are generated to show PROGRESS, RESULTS &

TRENDS

...where it is ASSESSED & ASSIGNED to an EXPERIENCED

staff member

ACTION TAKEN is REPORTED back into the PCM system by the person assigned to the issue

… ARRIVES in the Back Office

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Complaint Management : A Step by Step Guide

PASSWORD PROTECTION

This is the BACK OFFICE screen - which is password protected.

Every staff member belongs to a Security Group that LIMITS their access to information.

Clicking PATIENT COMPLAINTS opens the module with only the complaints belonging to that user’s security group displayed.

The Password tells PCM which security group the staff member belongs to - and allows access accordingly.

FOR EXAMPLE : A psychiatrist belonging to the MENTAL HEALTH security group can access all complaints issued to this group but no others. The Hospital Manager or Supervisor is issued an OVERALL group... and can access ALL complaints.

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OVERVIEW

There are FOUR main parts to this screen.

The COMPLAINT DETAILS section iswhere details of each complaint are recorded.

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2 The ACTION TAKEN . section is where information about activity and progress regarding the complaint is recorded.

3 The COMMENTS . .. section allows internal comments to be added, but not included in reports

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The TOOLBAR gives . you access to automated . functions.

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PATIENTS & COMPLAINANTS

The PATIENT...

PCM identifies both the patient and complainant by Code or File Name... and provides a direct link to the COMPLAINT RECORDS of a particular patient so that you can instantly access the complaint history.

& the COMPLAINANT...

...are not always the same person.

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CLICKING this icon opens the Patient data screen and from there the complete COMPLAINT record of the patient is instantly available.


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THE CURRENT PATIENT RECORD SCREEN

The Patient Record screen has TWO sections.

The PATIENT section . contains details of the patient, their consultant and any relevant notes.

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2 The COMPLAINANT section lists all of the complainants associated with the patient.

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WHEN the issue occurred...& WHEN the complaint was recorded...

PCM shows you WHO lodged the complaint

At a glance, you know if action has been INITIATED…& COMPLETED

All of the information needed to manage a complaint is recorded in the Complaint Details screen.

MANAGING YOUR RESPONSE

& WHO it involves...

WHERE the issue arose...& DETAILS of the issue

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ASSIGNING ACTION

Clicking the ACTION TAKEN tab at the top of the Complaint Management screen brings up the ACTION TAKEN screen.

Details of all activity relating to the complaint are recorded here...

Other important details, such as the COST to your organisation of managing and rectifying the complaint, are also included.

including WHO is coordinating the response& WHO has been assigned to resolve the issue.

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STANDARD LETTERS

A crucial part of the Complaint Management process is ensuring the Complainant is kept INFORMED.

PCM generates two standard letters :

A letter to . ACKNOWLEDGE receipt of the complaint.

A CLOSING LETTER.

These icons on the menu bar at the very top of the screen, will take you directly to the finished letter - formatted and ready for email or print.

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You can either use the existing text or CHANGE it to suit your needs.

Simply clicking inside the text field will allow you to adapt the text of a particular letter to your specific needs…

Or if you want to change the default text for your standard acknowledgement letters simply click on ‘Change Default Text’


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Each letter automatically

includes contact details and

the hospital’s reference

number.

Example : LETTER OF ACKNOWLEDGEMENT

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Should you need to refer

back to your

correspondence - your

responses are recorded in

PCM and are readily

available for reference, via

the Action Taken screen.


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In the event that a member

of staff raises an issue

within the organisation -

PCM will format an internal

EMAIL to acknowledge

receipt of their complaint.

PCM can also output a file

to a MAIL MERGE

document.

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COMPLAINTS LODGED INTERNALLY

MAIL MERGES

Clicking this EMAIL icon on the toolbar, will send an

Acknowledgment letter as an EMAIL attachment.

Clicking this WORD icon will export data to Excel for use in a

mail merge document. This allows you to format

acknowledgment and closing letters exactly as you want

them.


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Clicking this icon...

will immediately format and generate a COMPLAINT ACTION REQUEST available in PRINT or EMAIL format.

The Request is then forwarded to the person assigned to manage the complaint.

YOU CAN CREATE A COMPLAINT ACTION

REQUEST USING THE TOOLBAR

The Complaint Action Request Form contains all the information necessary to carry out the Action required. Once carried out, it needs to be SIGNED off and returned to the administrator.

The action taken is entered in Paper Tiger, classifications are updated and if both corrective and preventive measures are in place - the complaint is closed. The review process will automatically retrieve the complaint at a later date to review the effectiveness of the action taken.


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THE TOOLBAR These icons on the TOOLBAR

allows you to directly access tabulated information about all active Patient

Complaints in the system.

FOR EXAMPLE Clicking on this icon

. will open a table

that

lists all Patient

Complaints where no

ACTION has been initiated.

The table lists each Complaint in the order of days since it was opened.All vital information is available at a glance.

The other icons can tell you which complaints are Not Acknowledged... which are still Open...

which are Overdue... and which people require a Reply, regarding issues they have raised.

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OVERVIEW OF THE REPORTING FUNCTION

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Using the information entered by your staff - PCM can help you to see which

areas of your organisation are SUCCESSFUL - and which areas can be

IMPROVED.

The PCM Reporting Function helps you to observe the way that TRENDS

and PATTERNS evolve within your organisation - and the effect that they

have on the quality of service you provide.

You can easily ISOLATE services or areas which are causing problems or

generating complaints...

...and you can monitor the PROGRESS and PERFORMANCE of your staff -

which helps you to objectively observe and solve the delicate problem of

identifying a consistent problem in the level of service being provided by an

individual.

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Clicking on this Icon will take you to the Complaint Reports Menu and allow you to view a range of complaint statistics.

REPORTING


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USING FILTERS

PCM lets you

specify the information in your

Reports, using FILTERS or

report CRITERIA.

FOR EXAMPLE :

If you want to view the

complaints re a particular

Department - you can select it

using the relevant filter...

…then, you can view a report

that gives you specific

information relating to that

department.

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Step 1 : Specifying the Information You Want

Reporting : A Step by Step Guide

Using the DATE field, you can

also specify a period of time

to view in your report.


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TYPES OF REPORT

There are THREE main report types to choose from.

Reports based . on ALL (open, closed, overdue) issues that have been entered into Paper Tiger.

Reports based on issues that are still OPEN.

& Reports based on . issues that have been CLOSED.

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REPORT FORMATS

PCM gives you the choice of viewing information in different formats like SUMMARY, TABLE or GRAPH formats. You can email reports and you can export to Excel for further analysis or to create special graphs.

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You also have the option of either displaying or witholding names to preserve patient confidentiality. Eg WN=With NamesNN=No Names

LOGs and TEXT reports

Email and Export reports

GRAPHS


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Criteria

EXAMPLE 1 : A Summary

This report gives you a SUMMARY of ALL complaints fitting the specified criteria - WITHOUT names.

The CRITERIA used in this report ask for information about CONSUMER complaints at the SANDY BAY BUILDING

The TIMEFRAME includes all complaints up to and including 11 Feb 2003

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Seven complaints fit the criteria.

Criteria

EXAMPLE 2 : Tabular Format Report

This report gives you a TABLE of ALL complaints fitting the selected criteria - WITH names.

The TABLE itself …gives details of each complaint in tabulated format.

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Seven complaints fit the criteria.


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Criteria

EXAMPLE 5 : A Graph

This report gives you a GRAPH of ALL complaints, displayed by MONTH.

No report CRITERIA have been applied.

The BLUE line shows the actual number of complaints...

The BLACK line illustrates the general TREND expressed in the graph.

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In this case, the graph is telling you that the number of complaints received by this organisation is RISING.


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STEP1

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Example: Identify the most

consistent and recurring

source of Patient complaints.

1 In the ‘ALL’ category

. select PC vs Categories

report.

Do not specify any report

criteria.

The category with the most

complaints is ‘AOS’ with 7.

The index tells us that ‘AOS’

stands for ‘Attitude of Staff’

EXAMPLE 3 : PC vs Categories


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STEP2

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To find out more specific

information regarding the

complaints about the

‘Attitude of Staff’, we set up a

more specific report.

In the CRITERIA section,

under CATEGORY, select

AOS from the drop down list.

AOS

EXAMPLE 3 cont’d: Narrowing down the complaint

Now select the report SUB

CATEGORY GRAPH.

This tells you that of the

original 7 ‘Attidude Of Staff’

complaints, 2 are Customer

Service related and 5 are

Interpersonal Skills related.


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STEP 3

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EXAMPLE 3 : Adding details

To find out details of each

individual ‘AOS interpersonal

skills’ complaint...

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AOS

In the CRITERIA section,

. under CATEGORY, select

AOS from the drop down list.Under SUB CATEGORY,

select Interpersonal skills.

Then select Text from the

. SUB CATEGORY reports

section

Interpersonal Skills

… This report gives

brief details of each incident

that fits the criteria. Consistant

issues with interpersonal skills

are easily identified.


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Criteria

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The CLOSING TREND report

measures how complaints

were closed in relation to their

deadlines - a good indicator of

how the organisation performs.

There are no report criteria

set for this sample report -

thus the performance of the

entire organisation is

measured. Select CLOSING TRENDS

from the CLOSED section.

EXAMPLE 4 : Closing Trends

The BLUE line illustrates the

monthly average amount of

days before or after the

deadline that the complaints

were closed. The BLACK line

illustrates the trend.

Days past the deadline

Days before the deadline

Data below the line depicts complaints closed too late.

The trend line (black) indicates that this organisation is

failing to meet complaint closure deadlines by an

increasing number of days.

October 2000 was the only time

when complaints were closed before

the deadline. On average they were

closed 18 days before the deadline.

Report criteria for

this report can be

set to a specific

department or

individual - easily

measuring

performance in

different parts of

the organisation.


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Y o u h a v e r e a c h e d t h e e n d o f t h i s

d e m o n s t r a t i o n

T H A N K Y O U F O R Y O U R T I M E

Software Ltd

TigerPaper

If you want to know more we can be contacted by Email: [email protected] orPhone: 64 9 377 2151 Fax: 64 9 377 2151Mail: Private Bag 93 202, Parnell, Auckland, New Zealand

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