When a complaint is reported, it's assigned to someone to manage. In the Manage stage you define and assign actions that need to be carried out to respond to the issue.
Quick steps to managing a complaint:
- Go to the Task management component
- Select from the Task options provided
- Complete the required fields
- Click Submit
Workflow
The Stage Navigation Bar displays the stage in the workflow that the item is in. When you receive a task to manage feedback, it will be for one of two reasons.
1) Feedback has been reported to you to manage.
2) A task you previously delegated has been actioned and the item has returned to you.
Form components
| Feedback summary | Describes the feedback received and the immediate action that has been taken. |
| Action history | A chronological list of actions within each stage the feedback has been through to date and the comments users have made. |
| Controlled actions | An optional feature allowing the assignment of multiple pre-set tasks. |
| Task management | Your options for managing the feedback. |
| Attach records | Where you can attach files relevant to the event such as correspondence, emails, or images. |
| System event history | A chronological list maintained by the system of all entries, changes, and linkages made in the system in relation to this feedback. |
Feedback summary
This component displays the description of the complaint and the immediate action taken when the feedback was received.
Click Assigned to you to go to the Task management component. If the complaint should be managed by someone else, and you have the required permissions, click Re-assign to transfer the item to another user.
Action history
This component displays instructions, actions taken, progress notes and comments made to date as the item has progressed through the workflow.
Hover over the date to display who completed the step.
Task management
This component displays the two options you have to manage the compaint.
Note: The options will be different if the Controlled actions feature is activated in your platform. This feature is an add-on for the Feedback register designed to save time when delegating action by providing access to a menu of built-in instructions to choose from. In setting up the controlled actions, date rules can be pre-set to ensure critical timeframes are followed eg 'send acknowledgement letter to complainant within 3 days of receipt of complaint'.
Click here for instructions about using the Controlled actions feature.
Task options
Assign a task
Choose this option to define and delegate the tasks required to respond to the feedback.
- Task instructions - describe what needs to be done to respond to the issue.
- Assign to - select the user responsible for carrying out the task. Select Assign to me to assign the task to yourself.
- Task due date - select the date the task is to be completed by.
Once you have completed these fields, select Submit to move the item to the Action stage. The user assigned to the task will receive a notification. If you assigned the task to yourself the Submit button will change to Next and will take you directly to the next stage of the workflow.
Move to close
Choose this option to close the item or to escalate the item to another user to close.
- Assign to - select the staff member who is responsible for closing this type of issue. The person selected will be notified immediately and assigned the task to Close the item.
- Assign to me - select this box if you are the person responsible for closing this type of issue. The Submit button will change to Close.
- Further action taken (optional) - tick this box to add details of further action taken, that has not previously been recorded.
- Outcome - add details of final outcome. For example, if it was a complaint, an example might be: 'Protocols for managing complaints were followed and all parties were satisfied with the process'. This information may be useful when analysing feedback over time.
- Additional comments (optional) - tick this box to add additional comments.
Caution: Once the item has been closed, details relating to what action has been taken and any other comments cannot be edited.
Severity assessment
Severity Assessment Code (SAC) is a numerical score to rate the severity of the event. The score is typically based on the consequence of that adverse event and also the likelihood of its recurrence.
Chose a SAC rating using the menu or the use the optional SAC rating matrix. Note: If it's likely that the adverse event could reoccur, you should consider implementing mitigation actions. To check that you've selected the most appropriate rating, click on the Guide.
Link this issue to a risk
This component displays any related risks that the feedback sub-category has been linked to. These linkages have been approved by the risk owners and can't be changed per individual feedback. You can, however, link the feedback to an additional risk if relevant.
Attach records
This component enables you to attach records such as correspondence. 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 example, 'Correspondence - Complaint - March 2022'.
- 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 (https://) or Microsoft Sharepoint format (https://<company>.sharepoint.com/...)
Submit/save the form
The green Submit button will save the form and in most cases progress the item to the next stage of the workflow. The button label will change depending on certain conditions to make it quicker to complete tasks. For example, if you assign the item to yourself to close, the button label will change to 'Close' allowing you to close the item without have to click through to another stage in the workflow.
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.