Safeguard Complaints is part of the suite of Integrated Risk Management Systems developed by Ulysses specifically for use within the Healthcare Market.
The Safeguard Complaints Management System leads the user through the complaints process from receipt to resolution. It tracks all events and communications between the patient and the Organisation.
Manages the administration of the NHS Complaints legislation including FHS Complaints, leaving the Complaints Department time to deal with Complainant's rather than paper-work, providing pertinent and up-to-date information.
Tracks investigations and other actions or events identifying the member of staff responsible, with target and completion dates. This ensures that all follow-up actions are completed.
A user-defined memorandum is produced automatically for the investigator and the System produces a reminder list for outstanding actions automatically.
Brings forward Unacknowledged Complaints, Responses now due and Unresolved issues helping staff meet deadlines.
Categorises Complaints by the problem raised, associated with the Site, Department, Directorate, Specialty, Service and Profession within the Organisation. It also handles cases with multiple issues involving many areas within the Organisation, without distorting your statistics.
In addition, Organisation, PCT's, GPs, and Strategic H.A.'s can be identified so that statistics can be produced for other external organisations. The KO41 and CH8 (Northern Ireland) report is produced automatically by the System, all reports include e-mail facilities.
Identifies previous complaints made by the complainant and whether a member of staff has been the subject of more than one complaint, giving the wider picture. This includes involvement in Incidents, Legal Cases and PALS Enquiries if installed. All such personal information is treated with the utmost security.
Manages the Independent Review process and Compensation and Loss claims with costs.
Case Notes can be entered against each record.
Supporting evidence in any format including digital photographs can be attached to the Complaint record.
A choice of user interfaces such as a Windows or Browser based front end using the Organisation's Intranet. A combination of input methods can be used within the same Organisation. Complaints can be input centrally or at Site, Ward, Department or by Directorate with security reflecting the System's data distribution.
An individual Complaint, a group of Complaints, or the reoccurrence of a Complaint may highlight a new area of Risk. Such Risks are managed within the Risk Register with links back to the Complaints System.
Integrated Mail Merge facilities use Microsoft Word (97+). Standard mail merge templates are created and letters can be personalised before being sent. All written correspondence is saved with the record and can be recalled as and when required.
Fully integrated with Safeguard Incidents, Litigation, PALS, Freedom of Information and Training including links to other external Systems.
A Report created from the Safeguard Complaints System
