The Feedback area in Access Care Compliance lets you record, track, and manage complaints from start to finish, including any follow-up actions or investigations. Before you start logging complaints, it's important to make sure the form is set up correctly so the right fields appear for each user role. This guide covers everything you need to know: from configuring the form and entering complaints to managing investigations and tracking complaint outcomes.
Add a complaint
Step one: Check field settings
Before entering any complaints, verify your form settings to ensure all relevant fields are visible to the correct roles and marked as mandatory if needed.
From the left menu, click Admin.
Under Site, click Mandatory Fields Configuration.
Scroll down to the Complaint part of the listings, near line 13.
For each complaint listing, click the Filter by User Profiles drop-down and confirm that the correct roles are showing there.
If required, add or remove the roles for that section of the complaint form.
Tick or un-tick the Mandatory Field marker as required.
Step two: Add the complaint
Fill in the boxes and select the correct information from the drop-downs.
From the left menu, click Feedback.
Click Complaints Board.
Click Add New Complaint.
Select the location from the Home drop-down box.
Complete the mandatory fields and any other fields you have details for.
Some questions that will prompt further action:
Duty of Candour: If this applies, you’ll see a prompt to speak to your Operational Director for an agreed response.
Complainant Response: If a response is needed, the Add Action button will appear so you can create a follow-up action.
Investigation: If an investigation is required, selecting Yes will enable the Investigation section in the left-hand menu.
Click Save.
Once a complaint is completed, its status will appear on the complaint board, based on whether an investigation was required:
Submitted – The complaint was resolved without an internal investigation.
Investigation Closed – The complaint included an investigation, which has now been completed.
Conduct an Investigation
Investigations allow you to document and manage the steps taken to review and resolve a complaint that requires further examination.
If the complaint requires investigation:
Go to the Investigation section in the left-hand menu.
Click Under Investigation to start the process.
Complete the investigation form.
When finished, click Close Investigation at the top to mark it as complete.
Additional comments
You can add notes or updates to a complaint at any time. These comments are saved with the complaint and will appear in the report if it's downloaded.
From the left menu, click Feedback.
Click Complaint Board.
Locate the complaint and click it.
Click Additional Comments.
Enter the comments, then click Save.
🤓Tip: As the system doesn't capture who submitted compliments or complaints, you can add an additional comment to indicagte you have submitted a complaint.
Setting complaints to closed status
Complaints in the system can only be set to Investigation Closed if an investigation has been completed. If a complaint doesn’t require an investigation, it will remain in the Submitted status.
From the left menu, click Complaint Board.
Click View Complaints.
Locate and click on the complaint you want to investigate.
In the complaint window, click Investigation for Complaint Reporting.
Click Investigation.
Complete the investigation form.
Once finished, click Close Investigation.
This action will update the complaint status to Investigation Closed.
Edit a Complaint
Once a complaint or compliment is submitted in Access Care Compliance, it cannot be edited. A red no entry symbol indicates this restriction. Ensure all information is accurate before submitting.