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A complaint CRM is a software system designed to track, organise, and respond to customer complaints or feedback and includes features such as case management, customer communication tracking and escalation management. The primary purpose is to improve customer satisfaction by ensuring that complaints are addressed quickly and effectively, and to assist in identifying any recurring issues or trends.
Streamline complaint management: Every complaint is tracked in a centralised case file, creating a clear, and searchable record allowing for a timely follow-up, and reducing the risk of complaints being overlooked.
Improve patient satisfaction: Healthcare providers who are responsive to patient complaints and can resolve them quickly and effectively are likely to have higher levels of patient satisfaction and retention post-complaint.
Reputation management: Effectively managing complaints minimises reputational risk. A dedicated complaint CRM system can help to quickly identify and respond to negative feedback, reducing the risk of negative word-of-mouth and online reviews.
For those complaints that are not able to be resolved and are suitable for independent adjudication, the adjudication process is made more efficient by aggregating both parties’ documentation into the adjudication software. The adjudication software is a central repository for all complaint data with HSCAMP acting as a communication facilitator between the patient, the health care provider, and the adjudicator.
Faster Resolution: Adjudication software streamlines the complaint resolution process as it automates many of the steps involved in the process, such as collecting and organising relevant data therefore reducing the time it takes to resolve disputes from months to weeks.
Improved Accuracy: Adjudication software helps to ensure complaint data is accurate by using predefined rules and algorithms to as sometimes the smallest errors can cause delays.
Cost Savings: By automating the complaint resolution process, adjudication software can help to reduce costs associated with resolving disputes. The software can help to reduce the need for manual intervention which can save time and reduce labour costs.
The mission of HSCAMP is to provide Health and Social Care providers with the tools and insights to turn dissatisfied patients into satisfied patients and to provide an independent adjudication service for patients who are not satisfied with the resolution proposed by the Health and Social Care providers’ internal complaint process.
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Health and Social Care Complaint Adjudication Management Partners