Chief Compliance and Ethics Officer Health Care

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  • 1.  Patient Compliant Management System

    Posted 07-25-2022 05:10 PM
    Our org would like to start tracking minor patient complaints that don't meet the definition of a grievance. I've been asked to develop a system to track and analyze complaints from patients. What system does your org use to track and analyze patient complaints? Do you lump in patient complaints into your compliance hotline? Do you use a software system or do you use something like Excel to track patient complaints?

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    Christian Garcia, CHC, CHPC
    Compliance Manager
    Los Angeles, CA
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  • 2.  RE: Patient Compliant Management System

    Posted 07-26-2022 10:42 AM

    We use Datix.  It's set up so that you can report both grievances and complaints.  Datix keeps it separate and helps to move the process along (assigning investigators, what's overdue, etc.).

    Cinda

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  • 3.  RE: Patient Compliant Management System

    Posted 07-26-2022 11:47 AM
    We use Datix to report complaints and grievances.

     

    David Garrison 

    Compliance/Privacy Officer 

    SEARHC Executive Offices

    P: 907.364.4466 F: 907.463.4075
    3100 Channel Drive, Suite 300 | Juneau, AK 99801


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  • 4.  RE: Patient Compliant Management System

    Posted 07-26-2022 10:44 AM

    We track through our variance reporting system.  There is a section for patient complaints/grievances

     

    Thank you,

    Sharon Taylor, BSN, MS, CIC, CPHRM, CHC, CHPC        

    Director Risk Management/ Accreditation Services

    Burgess Health Center

    1600 Diamond Street

    Onawa, IA 51040

    Tel: 712-423-9248

    Fax: 712-423-9322

    E-mail: staylor@burgesshc.org

    Website: www.burgesshc.org

     

     

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  • 5.  RE: Patient Compliant Management System

    Posted 07-26-2022 04:46 PM
    Hi Christina,

    My organization uses Navex - EthicsPoint and has a link on our website - sometimes patients use that as a way to submit complaints.

    I wanted to separate the patient complaints from employee feedback so I asked our IT team to incorporate a separate complaint form. I would be notified via email but it required a manual tracking process.

    Another option - You could create Office 365 Forms and add the link it to your website. When a patient submits a complaint through the Form, you would be notified via email. Forms will provide an aggregate of the responses and if you want to drill down further, you can export/review through Excel as well.

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    Paul Norman, MPA, CHC
    Chief Compliance & Ethics Officer
    Touchstone Health Services
    Phoenix, AZ
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  • 6.  RE: Patient Compliant Management System

    Posted 07-27-2022 12:43 AM
    We use Patient IQ for Patient Reported Outcomes and patient experience surveys.  We built a separate section to manage patient complaints and had a report built to track trends.  Vendor did not charge us additional fees to build complaints templates.

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    Maritza Santamaria, RN, JD
    Chief Quality & Compliance Officer
    Arizona
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  • 7.  RE: Patient Compliant Management System

    Posted 07-27-2022 09:32 AM
    Good Morning,

    We use Clairty's SafetyZone.  It is a good system.

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    Kristi Lewis
    VP, Corporate Compliance Officer
    Covenant Physician Partners
    Nashville,TN
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  • 8.  RE: Patient Compliant Management System

    Posted 07-28-2022 11:15 AM
    We use Clarity SafetyZone for reporting everything from patient events to compliance and code of conduct concerns, employee health, facility and security concerns and patient complaints, grievances, service recovery and compliments.

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    Adele Hodlin
    AVP for Quality/Risk/Compliance
    Adirondack Health
    Saranac Lake,NY
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