Healthcare · Compliance & Ops

Patient Grievance/Complaint Intake & Routing

Give patients a clear channel for formal complaints.

Apps this needs

SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup

How it works

  1. Agent takes the complaint calmly and completely, without minimizing or debating it.
  2. Classifies it per the institution's required categories and routes to the appropriate practice leader.
  3. Sends the patient a confirmation with an expected response timeframe.
  4. Logs the complaint fully for the practice's required grievance tracking.

Data sources

Complaint classification rules Practice compliance/grievance log

What it targets

  • Complaints acknowledged within 1 business day Target 95%
  • Complaints correctly routed and logged Target 100%