Reducing Complaint Turn Around Time

The Problem

One of the major Cancer Hospitals , had a long turn around time to address any patient complaints.
The Critical issues were addressed in 24 hours and non-critical issues took 72 hours for resolution.
There was no method to inform patient on their status of complaint

The Approach

CEMPIA Ticketing and escalation Module fully integrated with SMS and SMTP Servers,help to create instant triggers and systematic workflows for Issue Resolution
SLA and Average Action Time Ensures all officers abide by the mandatory timelines for issue resolution .

The Outcome

The turn around time for Critical issues decreased to 3 hours and for non critical issues to 12 hours.
The patients were informed at every stage on the status of their complaint through an automated SMS notification.