p a p e r t i g e r s o f t w a r e
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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 tiger@papertigerxt.com
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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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
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M THE PATIENT COMPLAINTS MODULE
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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
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M THE FRONT OFFICE
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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P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M THE PATIENT COMPLAINTS FORM
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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P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M THE COMPLAINT MANAGEMENT PROCESS
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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P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M Step 1 : Working in the Back Office
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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P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M Step 2 : The Complaint Management Screen
Complaint Management : A Step by Step Guide
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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P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M Step 3 : Complaint Details
Complaint Management : A Step by Step Guide
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.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M Step 3 continued : Complaint Details
Complaint Management : A Step by Step Guide
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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P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M Step 3 continued : Complaint Details
Complaint Management : A Step by Step Guide
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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P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M Step 4 : The Action Taken Screen
Complaint Management : A Step by Step Guide
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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P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M Step 5 : Acknowledging the Complaint
Complaint Management : A Step by Step Guide
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’
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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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.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M OTHER ACKNOWLEDGMENT FEATURES
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.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M Step 7 : Creating Complaint Action Requests
Complaint Management : A Step by Step Guide
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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.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M Step 6 : Viewing the Status of Complaints in the System
Complaint Management : A Step by Step Guide
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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P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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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
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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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.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M Step 2 : Selecting Report Type
Reporting : A Step by Step Guide
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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P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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M Step 3 : Choosing the Format of the Report
Reporting : A Step by Step Guide
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
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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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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P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
Seven complaints fit the criteria.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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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.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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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
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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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.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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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.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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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.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL tiger@papertigerxt.com
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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: tiger@papertigerxt.com orPhone: 64 9 377 2151 Fax: 64 9 377 2151Mail: Private Bag 93 202, Parnell, Auckland, New Zealand
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