Complaints
NextHealth Flow
NextHealth Flow
Flow Complaints is sold separately
NXH Flow complaints gives patients and families a link to raise a concern. The facility reviews each complaint, assigns investigators and records the findings, root cause and corrective actions. Serious complaints can go to the complaints committee for review, with the record retained when a complaint is closed or withdrawn. Teams can follow the concern and the response together rather than lose the history between the first message, the investigation and the decision about what happens next.
Give each concern a clear investigation record
-
Step 1
Receive
Accept a complaint through the link
-
Step 2
Assign
Assign investigators and action dates
-
Step 3
Review
Record findings and committee review
-
Step 4
Resolve
Retain history at closure or withdrawal
What your team can do
- Offer patients and families a shared complaint submission link.
- Categorise complaints and assign the investigators responsible for review.
- Record action due dates with the complaint investigation.
- Keep findings, root cause and corrective actions together.
- Refer serious complaints to the complaints committee for review.
- Retain complaint history after it is closed or withdrawn.
A complaint needs continuity from first concern to resolution.
Give each concern a clear investigation record
A patient complaint may begin with one message, but resolving it can involve several people and decisions. The team needs a record that preserves the concern and the response, particularly when the investigation moves between departments or requires committee review.
NXH Flow lets patients and families submit complaints through a shared link. Staff review and categorise the complaint, assign investigators and record action due dates. Findings, root cause and corrective actions remain with the record, including when a serious concern is reviewed by the complaints committee.
Access follows permissions that the facility assigns. Separate permissions cover reviewing a complaint, assigning investigators, acting as an investigation member or lead, submitting to the complaints committee, adding, completing and approving corrective actions, and closing the complaint. The lead finalises the root cause analysis. The facility chooses who holds each role, including who closes a complaint. The public complaint link supports submitting, tracking and withdrawing a concern.
A complaint is a separate record from an incident. Flow does not merge the two automatically; if one event leads to both, the facility records each in its own module.
Illustrative example: a complaint about a delayed discharge
This example uses synthetic data.
A relative uses the facility’s complaint link to raise a concern about a delayed discharge. Patient relations review and categorise it and assign an investigator with an action date. The investigator records findings and root cause, and the investigation lead finalises the analysis. A corrective action is added, completed and approved. Because the concern is serious, it goes to the complaints committee. The complaint is then closed, and the history stays on the record.
Bring an illustrative complaint to the demonstration and follow its assignment, investigation and final status. Review how the history remains available after closure or withdrawal. If your team also manages incident investigations, compare the optional Incidents and Complaints pairing while keeping the two reporting routes and their responsibilities clear.
Related NXH Flow modules
2 more modules
Common questions
-
Complaints sits within Flow Complaints, which is sold separately. Flow has no compulsory core package; choose the commercial modules your facility needs.
-
Patients and families can use a link shared by the facility. The team then reviews the complaint and assigns the investigation within Flow.
-
Yes. Serious complaints can go to the complaints committee for review, with findings and corrective actions retained as part of the complaint record.
-
The history is retained when a complaint is withdrawn or closed, allowing the facility to review the recorded concern and the actions taken.
Not answered here? Contact the team
