"There needs to be a well-delineated [grievance] procedure explained to the patient, a time frame for review and response, and a written notice of the decision that describes the results of the process and date of completion...” CMS

Overview:

Peminic’s Customer Relations Manager is a healthcare complaint management system that provides for efficient reporting, management and data analysis of any type of feedback from any source, including concerns, complaints, grievances, compliments and suggestions.
 
CMS, The Joint Commission, the HCAHPS survey and State regulatory agencies are putting more demands on healthcare organizations to resolve service issues promptly, successfully and improve patient satisfaction.   Customer Relations Manager facilitates the CMS grievance process as well as The Joint Commission's Patient Safety requirement for a reporting/surveillance system for detecting unprofessional behavior.

Primary Benefits:

• Eliminates the administrative hassles of meeting CMS and The Joint Commission requirements for complaint and grievance management.
• Facilitates The Joint Commission patient safety standard for disruptive and inappropriate behaviors.
• Helps improve patient satisfaction, HCAHPS scores and patient safety while reducing the cost of resolving a patient concern.
• Saves time managing patient concerns and allows staff to spend more time with patients.
• Produces correspondence for grievances within designated time frames.
  Supports employee recognition programs.
• Enhances your performance and quality improvement efforts through sophisticated and thorough data analysis and reporting.
• Provides your organization with the flexibility to tailor the solution to meet your specific needs.
• Reduces waste associated with inefficient manual processes or non-integrated applications.
• Provides ability to leverage key data from other systems (patient, employee and other relevant data).
• Eases the administrative burden of meeting regulatory requirements through advanced task management functions.
• Generates workflow that automatically notifies involved parties, tracks and monitors follow up activities and records all aspects of their resolution.
• Support your organization can count on.