Busy schedules, zero follow-up, and the hassle of complex reporting are the top three barriers to reporting on patient safety. The top 5 features you should seek in a good adverse event reporting software include:
The buzz of his pager went off. It must’ve been the 14th time in the last hour. With endless alert beeps, this help desk coordinator was a fish drowning in air. How would he ever get through the mountain of patient complaints—and come out of it still on his feet?
This isn’t a made-up story. The drowning man was Ron Drake, Memorial County Hospital’s Help Desk Coordinator. Like many complaint management help desks, Ron could see no light at the end of a long tunnel of requests and complaints.
If only there were a better way to get through all this patient feedback. It was frustrating enough sorting out urgent demands for feeding tubes versus minor requests for extra pillows.
Ron needed to figure out a better way and fast.
Busy schedules, zero follow-up, and the hassle of complex reporting are the top three barriers to reporting on patient safety.
Considering rising demands for health care, stagnant wages, and a sluggish supply chain for equipment, Ron’s story is fairly common. Recent strains on health workers and the industry are staggering.
There’s only one easy way to keep heads above water and respond to patient feedback as promptly as possible: taking advantage of software to handle it all.
The top 5 features you should seek in a good adverse event reporting software include:
SEE: What Makes Effective Hospital Incident Reporting Software?
“We can resolve and close issues sometimes two to four times faster than we did before,” Ron Drake explains. “With their problems solved more promptly, staff can keep working.”
A software solution easily solved one of Memorial’s major silos. Busy schedules no longer get in the way of a software solution that efficiently triages their complaint loop.
“Equally important,” Ron continues, “the hospital set a goal to reduce and eliminate overhead pages, creating a more peaceful setting for patients. We are well on our way to meeting our goal. Staff members now know that calling or emailing the help desk brings about an even faster resolution than an overhead page.”
For Memorial, pagers are a relic of the past. Software solutions eliminated the need for health care workers to be tied to their pagers because, with software, complaints and requests automatically log calls as issues and convert issues directly from email.
SEE: Montgomery County Memorial Hospital Benefits from Help Desk Software
“We are trying to make our hospital very quiet for our patients,” Drake continued. “Having the centralized help desk has eliminated 75 to 80 percent of overhead pages. We’ve seen a very sizable improvement.”
- Ron Drake, Help Desk Coordinator, Montgomery County Memorial Hospital
Other healthcare centers found as much relief as Ron did from using software for their help desk, complaint management, asset management, and more:
The transition to software technology is an easy one—certainly easier than manually managing 100 patient complaints per hour! Set up can take 10 minutes, and learning the ropes takes a mere hour.
We’d trade an hour of learning any day if it meant lightening our stress loads for the next three decades.
To first responders and all healthcare professionals, we applaud your dedication. Our mission is to restore your sanity with an efficient solution for managing patient feedback and complaints.
Let a software solution create change for better health worker conditions and patient care.