Complaint Management¶

In one sentence: Record complaints from patients, customers, suppliers or partners and follow each one up until it is resolved. Menu: Reporting module → tab Complaint Management · Status: Live

What it is¶

When a patient or customer complains, the complaint must not get lost. Complaint Management lets any staff member write the complaint down, usually on behalf of the person who complained. The Complaint Officer then takes care of it.

Think of it as a complaints book that also tracks the answer. For each complaint you can record who was affected, how it reached you (e.g. phone or letter) and, if the person agrees, their contact details for a reply.

Complaint Management is the first tab: the reporting board always opens here.

This page adds the complaint details to the general Incident Reports page.

Key terms¶

Term	Meaning
Complainant	The person who complained. Can be named with contact details, or left out.
Affected Party	Who the complaint is about or comes from: customer or patient, supplier, business client, or other.
Transmitted via / Transmission Type	How the complaint reached the unit.
Responsible user	A person named on the complaint to prepare the response.
Complaint only visible to officer	A switch on the complaint. When on, only the Complaint Officers, the Power User, the RiQS Administrator (and the writer) see it.

Who uses it¶

Role	What they typically do here
Professional, Management	Record complaints they receive. At Unit without insight level, Management also processes complaints.
Power User	Appoints the unit's Complaint Officer (unit levels); processes complaints of the own unit; can restrict a complaint to officers.
Administrator, Group Administrator	Set up Complaint Management; appoint the officer (organisation level and unit with insight); process complaints at organisation level.
Complaint Officer	Reviews, assigns, answers and closes complaints.

How it works¶

New Complaint → In Progress → Complete

Column	What it means	What moves it on
New Complaint	Recorded, not yet handled.	The officer starts handling it and drags it to In Progress.
In Progress	Being handled: To-Dos, guides, response being prepared. Responsible users can write their response remarks now.	Resolved: drag to Complete.
Complete	Closed.	Can be dragged back to In Progress.

The form asks for: - Send anonymously (optional switch for the person writing the report). - Complaint Reason: Title and Description (both required), and keywords. - Affected Party: customer or patient, supplier, business client, or other. - Transmitted via and Transmission Type: how the complaint came in. - The complainant's contact details, or the choice to leave them out. When included: first name, last name and email are required; company and Phone are optional.

How to …¶

How to record a complaint¶

Who can do this: Everyone except the RiQS Administrator. 1. Open Reporting module. The Complaint Management tab is already selected. 2. Click the create button. 3. Fill in Title and Description. Choose the Affected Party and how the complaint came in. 4. Either include the complainant's contact details or choose to leave them out. 5. Switch on Send anonymously if you do not want your own name shown. 6. Click Report.

Result: The complaint appears in New Complaint. By default the users of the unit can see it (see the table).

How to make a complaint visible to everyone (or hide it again)¶

Who can do this: The Complaint Officer and the Power User. 1. Open the complaint. 2. Switch Complaint only visible to officer off to share it with the unit, or on to keep it with the officers. 3. Save.

Result: The complaint is shown to, or hidden from, the other users of the unit.

How to handle a complaint¶

Who can do this: See "Process" in the table below. 1. Open the complaint and drag it to In Progress. 2. Use Create To Do or Attach Guide for the actions needed. 3. When everything is done, drag it to Complete.

Result: The complaint is closed. It can be reopened by dragging it back to In Progress.

Rules to know¶

The reporter can stay anonymous with Send anonymously. Separately, the complainant's contact details can be left out.
Only the Complaint Officer and the Power User can switch Complaint only visible to officer. When it is on, only the officers, the Power User, the RiQS Administrator and the writer see the complaint.
In units without insight, Group Administrators and Administrators do not see the complaints of other units of the organisation.
A responsible user can edit the response remarks only while the complaint is In Progress.
Complaints cannot be copied or moved to another board.
Delete. In audit-safe mode, only the RiQS Administrator can delete a complaint. Outside audit-safe mode, the officer can also delete; at Organizational level also the Group Administrator and Administrator, at unit level also the Power User.

Who can do what¶

Legend: ✅ allowed · ❌ not allowed · text = condition · Org = Organizational · Unit+ = Unit with insight · Unit− = Unit without insight.

Action	RiQS Administrator	Group Administrator	Administrator	Power User	Management	Professional	Complaint Officer
Switch Complaint Management on and choose the level	✅	✅	✅	❌	❌	❌	❌
Appoint the Complaint Officer	✅	Org, Unit+	Org, Unit+	Unit+, Unit−	❌	❌	❌
Change the Complaint Officer	✅	Org, Unit+	Org, Unit+	Unit−	❌	❌	Org
Create a complaint	❌	✅	✅	✅	✅	✅	✅
Send it anonymously	❌	✅	✅	✅	✅	✅	✅
See the own complaints	✅	✅	✅	✅	✅	✅	✅
See active complaints of the own unit	✅	✅	✅	✅	✅	✅	✅
See complaints of all units of the organisation	✅	Org, Unit+	Org, Unit+	❌	❌	❌	Org, Unit+
Process: edit, move, To-Do, guide	❌	Org	Org	✅	Unit−	❌	✅
Switch Complaint only visible to officer	❌	❌	❌	✅	❌	❌	✅
See complaints that are officer-only	✅	❌	❌	✅	❌	❌	✅
Deactivate / reactivate	❌	Org, Unit+	Org, Unit+	Unit−	❌	❌	✅
See inactive complaints	✅	✅	✅	✅	✅	❌	✅
Download the overview	✅	Org, Unit+	Org, Unit+	✅	✅	❌	✅
Delete a complaint (normal version)	✅	Org	Org	Unit+, Unit−	❌	❌	✅
Delete a complaint (audit-safe mode)	✅	❌	❌	❌	❌	❌	❌

Connected modules¶

Incident Reports: the common rules for all report types.
Open Items and Process Guide: actions as To-Dos and guides.
Cockpit: To-Dos from complaints appear in Workflow-Navi under the complaint's title.

Open questions¶

Rights sheet vs feature list. The Roles & Rights sheet (used on this page) and the feature list disagree on complaints. Please confirm the sheet is right:
Appointing the officer at Unit with insight: the sheet also allows Group Administrators and Administrators; the feature list allows only the RiQS Administrator and the Power User.
Creating at Unit without insight: the sheet lets Group Administrators and Administrators create complaints; the feature list does not.
Processing: the sheet lets the Power User process at Organizational level, not Group Administrators and Administrators at Unit with insight; the feature list says the opposite.
Deactivating at Unit with insight: the sheet says Group Administrator, Administrator and officer; the feature list says officer and Power User.
The officer-only switch: the sheet gives it to the officer and the Power User; the feature list lets the writer set it when creating and only the officer change it later.
Deleting outside audit-safe mode: the sheet allows the roles in the table; the feature list allows only the RiQS Administrator.
Officer at "Unit with insight" level. The sheet lets the Complaint Officer see the complaints of all units of the organisation, also at Unit with insight level. Is that intended for a unit-level officer?
Transmission options. The list of choices for Transmitted via / Transmission Type needs confirming for this page.

Last reviewed: 2026-10-26