Incidents and Complaints
Follow concerns from report to resolution
Pair Flow Incidents with Flow Complaints to manage two important routes into investigation and improvement. Record incidents with harm levels and corrective actions, and give patients or families a complaint link. Keep each workflow’s findings and decisions available for review, and, for Abu Dhabi facilities, each incident sent to the DoH incident reporting gateway.
Two reporting routes with clearer follow-up
An incident and a complaint may require different responses, but both need a documented investigation. This pairing gives the team the two workflows, with findings and corrective actions retained. It does not merge the two, and for Abu Dhabi facilities only incidents are sent to DoH.
- Keep incident harm levels and investigation records distinct from the patient complaint intake and review.
- Assign complaint investigators and record findings, with committee review for serious concerns requiring that attention.
- Review corrective actions within each workflow, with each incident sent to the DoH gateway for Abu Dhabi facilities.
Illustrative example: two cases, two owners
These examples use synthetic data.
- Incident. A nurse records a medication near miss with its harm level. A clinical risk lead assigns an investigator, who records the root cause. A corrective action is completed and approved before the report is closed.
- Complaint. A relative uses the complaint link to raise a concern about a delayed discharge. Patient relations review it and assign an investigator. A serious complaint goes to the complaints committee, and the response and closure are recorded.
Each case has its own owner, roles and permissions, its own root cause analysis and its own corrective actions. Flow keeps them as separate records and does not merge them. Facilities choose both modules when they want one route for events reported by staff and another for concerns raised by patients and families.
What you get
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Incident records
Record incidents with their harm level and sentinel flags where applicable.
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Investigation evidence
Retain incident root cause analysis with the corrective and preventive actions under review.
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Complaint intake
Give patients and families a shared link to submit concerns for the facility’s review.
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Complaint investigation
Assign investigators, record action due dates and retain findings with the complaint history.
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Committee review
Refer serious complaints to the complaints committee and keep its review on record.
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DoH incident reporting
For Abu Dhabi facilities, each incident, maternal and perinatal death report and monthly zero report goes to the DoH gateway.
The modules
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Incident management
Record incidents, harm levels, investigations and corrective and preventive actions in NXH Flow. Flag sentinel events, record root cause analysis and take each action through approval to closure. Flow Incidents is sold separately, or paired with Complaints. For Abu Dhabi facilities, DoH incident reporting is built in: each incident goes to the DoH gateway as it is reported.
See how it works -
Complaints
Give patients and families a complaint link, then manage review, investigation and corrective actions in NXH Flow. Assign investigators, record due dates and involve the complaints committee where needed. Retain the history after closure or withdrawal. Flow Complaints is sold separately, with an optional pairing for teams that also need incident management.
See how it works
Common questions
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Yes. Flow Incidents and Flow Complaints are each sold separately. The pairing is optional for facilities that want both investigation workflows within their selected Flow scope.
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Yes. For Abu Dhabi facilities, Flow sends each incident to the DoH incident reporting gateway when it is reported, with its DoH level of harm and sentinel event flag. Maternal and perinatal death reports and the monthly zero report go through the same connection. Each submission shows as submitted or failed, and a failed one can be corrected and resubmitted.
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Complaints and incidents are not merged automatically. This pairing describes two workflows, each retaining the findings and actions relevant to its own record.
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The complaint history is retained when the record is withdrawn or closed, allowing the facility to review the concern and the response recorded.
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Bring an illustrative incident and a patient complaint. Follow each investigation and its corrective actions, then review the different closure and reporting responsibilities.
Not answered here? Contact the team
NXH Flow