Challenge
- Administration identified complaint as a major area of opportunity to enhance the customer’s perception of the company.
- Senior management needed a way to standardize complaint management.
- When issues were resolved previously, there was no formal record with which to inform future resolutions.
Call 4 Health Solution
- Call 4 Health created a “complaint and grievance hotline”, accessible 24/7.
- Developed complaint handling protocol that is accessible, in real time, by administrators at all facilities.
- An intuitive interface allows hospital leadership to monitor and respond to complaints immediately as it triggers a notification to multiple parties at the organization.
- Call 4 Health completely documents and records every telephonic interaction and sends encounter documentation directly to department leader. Clinical complaints are routed to risk management administrator.
- Monthly trend analysis and reporting pinpoints common issues.
Results
- The company identified trends that has allowed it to implement corrective action to improve patient satisfaction and customer loyalty.
- Reduced the time to resolve customer complaints.
- Greater customer satisfaction has improved referrals and increased profitability.
