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Patient complaints and compliments register - JCI 4th Ed. QPS.7, MOI.13, healthcare (international)

A register to track patient complaints and compliments, from receipt to resolution and follow-up, supporting continuous improvement in healthcare settings.

Fill it in online - free, no account needed. 19 questions.

What it is for

This template provides a structured way to record and manage patient complaints and compliments.

The full question list

1. Complaint/Compliment Details

  1. Date and time complaint/compliment received *
  2. How was the complaint/compliment received? *
  3. Is this entry for a complaint? *
  4. Is this entry for a compliment? *
  5. Category of complaint/compliment (e.g., communication, clinical care, facility, staff attitude) *
  6. Summary of the complaint/compliment *

2. Acknowledgement and Initial Response

  1. Was the complaint acknowledged within the clinic's defined time limit? *
  2. Date of acknowledgement
  3. Name of staff member responsible for initial handling *

3. Investigation and Resolution

  1. Summary of investigation steps taken *
  2. Outcome of the investigation (e.g., justified, partially justified, not justified, resolved) *
  3. Date of final response to the patient *
  4. Did the complaint/compliment lead to an identified opportunity for improvement? *
  5. Description of improvement implemented (if applicable)

4. Patient Satisfaction and Closure

  1. Was the patient satisfied with the resolution? *
  2. Date the complaint/compliment record was closed *

5. Sign-off

  1. Name of person completing this record *
  2. Date this record was completed *
  3. Signature of person completing this record *

References

How the score works

The score is the share of scored questions that pass. N/A is left out of the score; text, dates and signatures are recorded but not scored. A completed template is a record of what you checked; it is not an inspection by a regulator or an accreditation body.

Questions

Why is it important to record compliments?

Recording compliments helps identify areas of excellent practice and positive patient experiences, which can be replicated and celebrated within the organisation.

How often should this register be reviewed?

The frequency of review depends on the volume of feedback, but regular reviews (e.g., monthly or quarterly) are recommended to identify trends and ensure timely resolution.