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Complaints

Complaints is where you record every feedback, question, complaint, and incident customers (patients) raise while using the clinic's services. Every time a customer complains — whether by phone, message, or in person — it becomes a ticket here, so someone stays accountable for it until it's resolved instead of it being forgotten.

The toolbar only has two things: a keyword search box to quickly look up by customer name or content, and the Create button.

Complaints list, area 1 points to the Create button, area 2 points to the Status column

Illustration of the Complaints list

AreaWhat it is
1. Create buttonOpens the form to log a new complaint.
2. Status columnWhich step the ticket is currently at in the handling process (see below).

Four handling statuses​

Every ticket moves through exactly 4 steps in order, shown by color in the Status column:

StatusColorMeaning
NewYellowJust created, not yet assigned.
Doctor AssignedBlueAssigned to a doctor with a resolution date set.
ResolvedGreenHas a result and a cause recorded.
ClosedPurpleFinalized, no further action.

For how to move a ticket from one status to the next — which button to press, what to fill in — see Handling a Complaint.

Color-coded categories​

Besides status, each ticket also carries 4 category groups, each value shown in its own color for quick scanning on the list:

  • Feedback Type: Direct, Reported by Another Department, Cx Survey, Post-incident Care, Trade Lead Sourcing, VIP Card Referral, Promotion Program, From Customer Care.
  • Channel: Company Hotline Call, Zalo Message, Survey Form, Direct Feedback, Call to Customer Care (Patient Care), Page Message, Call to Front Desk.
  • Issue Type: Complaint, Question, Grievance, Incident, Other.
  • Priority: Normal, High, Urgent.
Category names may differ at your clinic

These 4 category groups are set up by each clinic in Configuration, so the exact names shown here may differ at your clinic. The way you use them is the same: pick the value that best describes the customer's situation.

Creating a new complaint ticket​

Press Create, and the form opens with the fields below. Fields marked with ⭑ are required:

FieldNote
Customer ⭑The customer who had the issue.
Feedback Type ⭑Defaults to Direct.
Receiver ⭑Defaults to you — the currently logged-in user.
Channel ⭑Defaults to Company Hotline Call.
Priority ⭑Defaults to Normal.
Issue Type ⭑Defaults to Complaint.
Branch ⭑The location where the issue occurred.
Treating Doctor ⭑The doctor related to the service the customer is complaining about.

The default fields are already filled with the most common values — only change them when the actual situation is different.

Press Save, and the ticket appears right away in the list with New status. At the same time, the customer's profile gets flagged as having an open complaint — anyone who opens that customer's profile afterward will see it immediately, without needing to come here.

Create a ticket straight from the customer's row

Besides the method above, you can open a complaint ticket directly from a row in Care List — press the middle button in the group of 3 action buttons, and the form opens already filled with the customer's name, saving you a step of searching for them.