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Complaints

NextHealth Flow

Sold on its own, or with Flow Incidents

Complaints is where NextHealth Flow handles patient and family complaints from intake to closure. A complaint arrives through the facility's shared public link or is logged by staff, is categorised, reviewed and assigned to investigators, and its findings, root cause and corrective actions are recorded, each action with an owner and a due date. The complaints committee reviews the cases that need it, and a complaint is closed once its actions are approved, or withdrawn by the complainant, with its history kept.

How it works

  1. Step 1

    Received

    Through the public link or from staff

  2. Step 2

    Assigned

    Investigators named

  3. Step 3

    Investigated

    Findings and root cause

  4. Step 4

    Reviewed

    By the complaints committee

  5. Step 5

    Closed

    Actions approved, or withdrawn

What it covers

  • Public complaint link for patients and families
  • Categories, investigators and action due dates
  • Investigation, root cause and corrective actions
  • Complaints committee review
  • Closed or withdrawn, with history kept
Why it is hard to do well

A complaint answered well is a patient kept

Every complaint answered, and on time

A complaint that sits in an inbox becomes a bigger complaint. Flow Complaints gives each one investigators, actions with due dates and a clear path to closure.

Easy to raise

Patients and families file a complaint through a link the facility shares on its website or at reception, and staff log complaints received in person or by phone.

Investigated properly

Each complaint is categorised and assigned, investigated with its findings and root cause, and given corrective actions. The complaints committee reviews the cases that need a wider view.

Closed with a record

Each status shows where a complaint stands, and the complainant follows it on a tracking page. A complaint is closed with what was done, or withdrawn by the complainant, and its full history stays on the record.

More in NXH Flow

12 more modules

Questions we get asked

On its own, or with Flow Incidents as the Incidents and Complaints package.

Through a public link the facility shares, for example on its website, or staff log a complaint received in person or by phone.

Yes. A complainant can withdraw a complaint, and the complaint keeps its history.

Yes. Complaints that need a wider view go to the complaints committee set up in Flow.

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