Complaint Management Software for Healthcare
End-to-End Complaint Handling in One Location
Transform the way you handle healthcare complaints. Ensure compliance, Gain full oversight. Analyse, learn and refine your processes.
How complaints are managed directly influences patient trust, regulatory compliance and organisational learning. Yet many healthcare organisations still rely on email, spreadsheets or paper-based processes that make complaints difficult to track, investigate and resolve consistently.
Effectively managing complaints is critical to a culture of quality. Use MEG’s complaint management software to identify and act on complaints sooner, get visibility into common issues and drive continuous improvement.
Strengthen Patient Experience Through Better Complaint Management
Every patient complaint provides valuable insight into the quality of care your organisation delivers. The challenge is ensuring concerns are investigated consistently, resolved promptly and used to improve future patient experiences.
MEG's patient complaint management software enables healthcare organisations to manage complaints from initial reporting through investigation, corrective action and continuous improvement—all from one integrated platform. With MEG healthcare organisations can:
Capture and track complaints from multiple channels
Analyse complaint data to quantify and explain trends and patterns
Use insights to create and delegate corrective action plans
Use reporting to demonstrate learning, corrective actions taken and hit KPIs
GDPR & HIPAA COmpliant, MEG is Trusted by leading hospitals in the UK, Ireland and beyond…
Key Benefits
Integrate complaint handling with risk management, policy management and corrective action Planning
MEG is designed specifically to align with your healthcare quality & patient safety processes, integrating auditing, complaint handling, incident & risk management, document management, corrective actions, training and more.
Link complaints to patient records, previous incident reports, risk assessments and/or the risk register.
Where a complaint highlights a high risk issue, manage corrective or preventive actions, or collaborate on a policy change, directly within MEG’s system.
Standardise your approach to complaint handling
Use and modify our form templates for consistent information capture - or build your own.
Add mandatory questions, smart question logic (if this, then that); enable anonymised responses where needed
Easy and accessible to all: capture complaint information via mobile or web app, email, embedded link in website, intranet, web chat etc.
Guide responding staff with built-in workflows and procedural guidance references that replicate your existing processes
Get clarity on patient complaints with full visibility and audit trail
Record all steps and decisions in the complaint handling process in one centralised location
Build-in complaint triage, escalation and/or quality assurance steps for a more thorough, efficient complaint process
Vary complaint management timelines & automated responses according to risk level etc. Ensure you stay compliant with policies and regulation.
Log all planned corrective actions and collaborative discussions; automate notifications to relevant personnel to ensure tasks or ‘next steps’ are completed
EMbrace Complaints for continuous learning & Quality improvement
Produce granular data for analysing complaint trends, systemic issues and identification of continuous improvement opportunities
Connect complaints insights with key quality and patient safety processes, policies and personnel to generate opportunities for further improvement and shared learning.
Automatically generate board-level or recurring reports for daily/weekly/monthly/quarterly governance reviews; create management reports ad hoc and customise by adding feedback or removing charts with ease.
Key Features
Configurable workflows
MEG is designed to slot into your existing workflows. Work with our team to take care of the setup, or tweak yourself with our rules-based automations.
document Management
Keep all correspondence and evidence documents supplied in one place, from web forms, letters and emails and internal messages.
Notifications & Reminders
Build targets and deadlines into your processes. Understand exactly where complaint cases are in their resolution lifecycle. Set notifications when tasks are assigned, or alerts for personnel involved in escalations.
Search
Use MEG’s powerful search functionality to easily locate information within documents by keyword, file name or even number.
Security & Audit Trail
Restrict who can see what. All actions (edits, additions, deletions) are automatically logged for an accurate historical account of follow up. Fully GDPR and HIPAA compliant.
performance kpis
Monitor dashboards for progress against KPIs; understand the status of complaints, number of tasks open, closed and unallocated; set threshold target alerts.
Admin Tools
Manage your own complaint forms, rule-based workflows, users, file management and more - or ask us to do it for you!
Reports & analysis
Slice and dice any data in MEG’s system for thorough analysis. Choose from standard reports or build one with our team to fit your exact requirements, from trend analysis to custom status reports.
system Integrations
Pull in electronic patient record information, or connect out to your business intelligence system. MEG’s powerful API is the key to process automation. Integrate email, single sign-on or authentication service with ease.
Example of a Complaint Handling Workflow in MEG
Secure, Compliant and Interoperable
words from our customers
“We saved a lot of time previously spent on analysis, as it’s now clearly visible to us where the problems are & this is where we concentrate our efforts. With the extra time we save, we invest it directly back into quality improvement initiatives & improving patient care.
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““This piece of software is worth its weight in gold for the data it produces, which helps to drive some of the quality improvement work going on. Provides a lot of assurance… Really pleased with the news we are continuing to use for the next 3 years.”
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“...[we] were looking for a single platform to support our quality management programme which in turn continually improves the patient care provided by the hospital. MEG fits the bill.
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Supporting you, whatever standards you follow
More benefits for hospital customers
engaging Mobile-first technology
Use any of MEG’s modules or tools on any mobile device for instant access while on the move, online or offline. Take and attach photos, voice recordings, digital signatures and attach them directly to reports or forms.
Demonstrate evidence-based decisions
Make better decisions based on quality data and real-time performance dashboards and reports. Provide evidence of why decisions were made with a complete audit trail.
Digitise, connect and save precious time
Digitise and standardise existing workflows. Connect to existing EHS and other hospitals systems to conveniently push or pull required information quickly. Transform time-consuming paper processes into high-speed digital ones.
Continuous improvement
Develop and encourage a culture of quality improvement and patient safety by providing staff with convenient, mobile access to best practices, tools, shared learnings and up-to-date content.
workplace tech THAT works for you
A Connected System
Seamlessly move between all MEG’s modules for data collection; analysis and identification of risk/improvements; reference standards, best practice and local policies; manage continuous improvement and ‘close-the-loop’.
Time-Saving Features
Automatically create reports and share via email; schedule recurring audits and delegate tasks across any department/contractor. Instantly send incident notifications to key personnel with ‘email alerts’ feature.
Active Directory Integration
Eliminate the need to remember separate MEG login details. Instead, users are automatically logged into MEG when they log in to their organisation’s network.
Frequently Asked Questions
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Patient complaint management software enables healthcare organisations to record, investigate, manage and resolve patient complaints through one secure digital platform while improving accountability and organisational learning.
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By resolving concerns consistently, identifying recurring issues and ensuring corrective actions are completed, healthcare organisations can improve services, strengthen trust and deliver a better patient experience over time.
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Yes. MEG integrates complaint management with incident reporting, audits, action planning, risk management and document management, enabling organisations to investigate issues, implement improvements and monitor outcomes within one connected quality management platform.
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Look for configurable workflows, investigation management, automated notifications, reporting dashboards, action planning, audit trails and integration with broader quality management processes.
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Effective complaint management helps improve patient experience, identify service issues, strengthen governance and demonstrate continuous quality improvement. Every complaint provides valuable insight into opportunities to improve care.
are you Ready to manage it all from one convenient location?
Sign up now to explore the platform. See how MEG can simplify effective Complaint Management for your organisation, adopt learnings and contribute to an overall culture of quality improvement.
