1. Creating a Complaint/Grievance Database Presented by Jorge A Gaspar for BA-635

2. The Problem After a site visit by our risk manager. Our company had to modify our unusual occurrence process. Unusual occurrences are anything that occurs within the clinic that is outside normal clinical operations

3. Unusual occurrence initiated by employee or patient Employee fills out manual form with information Employee sends form via intra office mail to administration Administrative manager receives form, then forwards form to CEO CEO determines if compliant needs following up, manually fills out form and sends it back to admin manager Admin manager forwards form to person to follow up complaint Person follows up on compliant, forwards manual form to admin manager CEO approves complaint resolution, manually signs form. Admin manager hands manual form to CEO Form is kept digitally after being scanned in by admin manager Form is sent to assistant to transpose data into excel

4. The Problem At least 11 steps, could be more if CEO rejects initial complaint resolution Manual processes that take too long to complete (at least 1 week) Data has to be manually entered into an excel file to run metrics

5. The Solution?

6. The Solution An on-line form that is filled out electronically and the data is fed into a database. The online format would: – Increase turnaround time – Ensure that data is complete – Help with the legibility of the form – Help reduce storage use – Facilitate data extraction and analytics

7. Initial Steps Creating an ER diagram

8. Next Steps… Working with IT, we would create a wordpress process that would facilitate the data entering and form transmission We will create SQL reports that will help us extract the data from the complaint/grievance database We will train staff on the use of the new electronic process

9. Expected Results Reduce entire complaint/grievance process by 4 days. Reduce number of staff involvement by one (1) Be able to use the database to identify complaint trends

10. Questions?