Complaints Management
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Timebase Complaints Management

All authorities have an obligation to deal with complaints regarding adult and child care, which must follow statutory guidelines. Tricostars statutory complaints management system manages the process for you ensuring you and your team meet all the neccessary deadlines, procedures & reporting requirements.

Key Features

Complaint Tracking

  • Never lose an issue/service request in the organisation through tracking and recording of all requests through all stages of response.
  • All issues are date-stamped at time of resolution or escalation for internal management and for external auditing of service success rates.
  • The person working on the complaint is always visible as are any later participants or managers as the request is moved through the authority ensuring the ownership and accountability over requests as they progress.

Case Management

  • Capture and track every interaction with every Customer, Complainant, Stakeholder and Team Manager regardless of customer touch point or channel of communication.
  • Maintains a complete case history with instant access to all previous issues and customer interactions.

Easy to Follow Workflow

The following Workflows are included and have been designed according to the government guidelines for each. Each workflow can be modified to the exact way you work:

  • Adult & Community Services Statutory Complaints Procedure (ACS)
  • Children and Young People Statutory Complaints Procedure (CYP)
  • The Mental Capacity Act Deprivation of Liberty safeguards (MCA DOL)
  • Corporate Complaints (CRP)
  • Compliments, Comments and Concerns

Escalation, Notification & Communication

Identification of trends regarding comments and concerns to stop them going unnoticed.

  • The complete process from assessment of the incoming complaint through stages 1,2 3 and 4 to completion.
  • Up rules to automatically escalate complaints if not closed within certain time period.
  • Receive notifications automatically when complaints are not resolved within a certain amount of time.
  • Receive notification instantly through email, web browser, phone etc.
  • Assign, schedule and track phone calls and meetings and view records of previous meetings.
  • Send emails (plain text or HTML) and attachments and record communication for future reference.
  • Attach documents – white papers, quotes, literature from the document Library.

Document Management

  • Full document and document template library.
  • Documents can be linked to customers, complainants, stakeholders, team managers, complaints and knowledge management profiles.

Full User Wizard Driven Reporting Tool

  • Monitor time between stages, view and measure call turn around time and understand what is taking longer to resolve and why – all reports fully editable by trained users.
  • View and measure call turn around time and understand what is taking longer to resolve and why.

View complaints by category, outstanding and unresolved issues

  • Full graphical reports for weekly, monthly and quarterly management meetings.

Knowledge Management

  • Share customer information internally or externally to allow customers and partners to resolve their own issues.
  • Build a library of solutions to common customer issues to help the complaints management team resolve issues faster.

Increase Chance of Early Closure

  • Reduce the number of cases moving to the next stage by being sure that all criteria has been met.

Integration with your Email Client

  • Complete Email, Calendaring, Task and Contact integration with Microsoft Outlook, Lotus Notes & Novell GroupWise.

Works with any combination of modules

  • Timebase’s modules will work standalone or with any other combination of the Timebase modules we offer.

Read More about One License. One Fee. Multiple Products. Read More about Timebase Shared Service Software

Detailed Summary

All authorities have an obligation to deal with complaints regarding adult and child care, which must follow statutory guidelines. Tricostars statutory complaints management system manages the process for you ensuring you and your team meet all the necessary deadlines, procedures & reporting requirements. With the recent introduction of National Indicator 14 (NI 14) it has been recognised that unnecessary contact with your customers should be avoided by the use of more efficient service delivery tools. It’s with this in mind that Tricostar have produced an application that manages the whole statutory complaints process from start to finish ensuring that it meets all the statutory guidelines. The following Workflows are included and have been designed according to the government guidelines for each.

Each workflow can be modified to the exact way you work:

  • (ACS) Adult & Community Services Statutory Complaints Procedure
  • (CYP) Children and Young People Statutory Complaints Procedure
  • (MCA DOL) The Mental Capacity Act Deprivation of Liberty safeguards
  • (CRP) Corporate Complaints
  • Compliments, Comments and Concerns

Liz Whitby, Head of Customer Rights, Suffolk County Council: “Our strategy is to consistently focus on local resolution of complaints and we are successfully driving down the number of complaints that escalate to formal investigation.” “Timebase is a very valuable and complementary tool that provides management information to assist us in early identification of trends and issues, and thereby enabling action to be taken to prevent further complaints.” “A further very useful feature is that sensitive data is kept in a secure environment, with access only on a ‘need to know’ basis. Additionally, it enables consistent and objective recording of all complaints, which we are using for both statutory and corporate complaints.”