Reporting and managing feedback
      Back to home
      2. Complaints and feedback
      3. Reporting and managing feedback

      Complete a feedback task

      A task from the Feedback register will include instructions for you to follow provided by the person managing the issue. In the Action stage you can record the action taken and upload associated records.

      Quick steps to actioning a feedback task:

      1. Go to the Task management component 
      2. Follow the instructions provided
      3. Select from the Task options provided
      4. Complete the required fields 
      5. Attach relevant documentation/records 
      6. Click Submit

      Feedback workflow

      The Stage Navigation Bar displays the stage in the workflow that the item is in. In the example below, the item is currently in the Action stage. When the Action stage has been completed, the Action stage will be ticked and a task will be sent back to the assigned manager to consider if further action is required. 

      Form components

      Feedback summary This component displays the description of the feedback and the immediate action taken when the feedback was received.
      Action history A chronological list of comments made at each stage of the workflow commencing with the instructions for what action is to be taken followed by the commentary on what action has been taken. 
      Task management Your options for completing the action or making a progress note.
      Attach records Where you can attach records relevant to the feedback, such as correspondence to the person who gave the feedback. 
      System event history A chronological list maintained by the system of most entries, changes, and linkages made in the system in relation to this feedback. 

      Feedback summary 

      This component displays the description of the feedback and the immediate action taken when the feedback was received.   

      Click Assign to you to go to the Task management component. If the feedback should be actioned by someone else, click Re-assign to transfer the item to another user (subject to permissions). 

      Action history 

      This component displays instructions, actions taken, progress notes and comments made to date as the item has progressed through the workflow.

      Task management

      This component displays your instructions and the options you have to complete the task or make a progress note. 

        Task options

        Sign off task as complete

        Choose this option if all required action has been taken.

        • Action taken - Describe what you have done to complete the instructions provided.
        • Additional comments (optional) - tick this box if you require further space to record details of the action taken.

        Make a progress note

        Choose this option to make a note about action completed and keep the task with you to return later to complete it. 

        • Progress note  - choose this option if the task is only partially completed. For instance, if the task requires a number of actions, you might make a progress note stating action taken to date, eg. 'Scheduled interviews with the client (13/4/22) and the staff involved (14/4/22)'.
          Note: There is no limit to the number of progress notes that can be recorded. Until you select the option 'Sign off task as complete, the task will remain in the Action stage and assigned to you.

        Attach records

        This component enables you to attach records such as records verifying the action taken. For example, in relation to the task of responding to feedback a copy of client correspondence would be a related record. Records can be attached at each stage of the workflow. Click Attach to add records. 

        • Record name - When naming the record ensure the description is meaningful. For instance, 'Client letter - April 2022'.
          Note: Access to attached records will only be attached to the Feedback details form. If you have authority to view the Feedback details form, you will be able to view the record.
        • File or Link - click on Choose file and navigate to the record on your computer.  If you have links enabled, toggle to change the control to add a URL to the record. The URL must be a in a web (http://) or Microsoft Sharepoint format (https://<company>.sharepoint.com/...)

        Submit/save the form

        The green Submit button will save the form and progress the item to the next stage of the workflow unless you chose Make a progress note in which case the task will remain with you.

        Select Create a related item if you want to create a separate linked item on another register when you save the form. A link between the two items will be displayed in each item's System event history.