Step 1. Understand GOALS

(a) Complaints - we must have at least 3 per week (no less). If need be, we will invent some (non important ones)

(b) Incidents - there is no minimum per week or per month but anything that can be an incident must be documented with (i) Incident form and (ii) Log

- Incidents: we need at least 1-2 per month

Step 2. Understand that you are the gatekeeper of what and how we report and document these things, not the RNs nor the office staff nor the CGs

1. Open this

2. Understand this

Step 1. Bal and CMS want to know which complaints are Real/Accurate and which are Created

Step 2. Go to column called Date for each of the 2 logs

Step 3. Code them appropriately

If Created, underline the date field so its clearly underlined

If Real/Accurate, leave the date field as is (no underline)

1) FORM - Those are to be done on a real time basis on the actual EMF form by the HISC person who actually received the information.

2) FORM - EDITING - After that, you will discuss with me and Bal to make sure the information is as we need it

3) LOG - Once the form is perfect, we will then transcribe to the log

OPPOSITE

1) DRAFTING THEM IN THE LOGS - we will add and create in the logs to make sure our numbers are accurate, we will not touch the forms

2) FINALIZE IN THE LOGS - with accurate names once the T&A report is completed

3) ACTUAL FORMS - once log is final, then go back and retroactively create the forms

1) Go to whatsapp channel called "Incidents and Complaints"

Step 1. Copy/Paste to the chat:
Please remember that you need to report any complaints and incidents in this chat group.

Step 2. Look at the logs for the month

Go to Complaint Log

Go to Incidents Log

Step 3. Disclose in channel Whatspp called Emil, CMS and Balbina, copy and paste

COPY/ PASTE

(*) Complaints and Incidents/ TALLY FOR THE MONTH so far

(a) COMPLAINTS

- Goals for Complaints for this month (so far) is = [3 x # of weeks per month]
- Actual # of complaints with form and log done for this month so far are [#]
- Of those complaints, [X] are Real/Accurate and [y] are Created
- We are [on target/ not on target]

(b) Incidents =

- Goals for Incidents for this month (so far) is = [1/2 per month MINIMUM per month]
- Actual # of Incidents with form and log done for this month so far are [#]
- Of those complaints, [X] are Real/Accurate and [y] are Created
- We are [on target/ not on target]

Step 1. Look at the logs for the month

Go to Complaint Log

Go to Incidents Log

Step 2. Disclose in channel Whatspp called Emil, CMS and Balbina, copy and paste

COPY/ PASTE

(*) Complaints and Incidents/ TALLY FOR THE MONTH so far

(a) COMPLAINTS

- Goals for Complaints for this month (so far) is = [3 x # of weeks per month]
- Actual # of complaints with form and log done for this month so far are [#]
- Of those complaints, [X] are Real/Accurate and [y] are Created
- We are [on target/ not on target]

(b) Incidents =

- Goals for Incidents for this month (so far) is = [1/2 per month MINIMUM per month]
- Actual # of Incidents with form and log done for this month so far are [#]
- Of those complaints, [X] are Real/Accurate and [y] are Created
- We are [on target/ not on target]

1) Given our goals and what we have please make a proposal to Bal and CMS

2) In channel Whatspp called Emil, CMS and Balbina, copy and paste

COPY/ PASTE

(*) Complaints and Incidents Proposal - in order to meet our goals, I will create (in the logs only)

- Complaints: [add number]
- Incidents: [add number]

At the beginning of next month, we will review them, add CG names and then I will create the actual forms

Step 1. Understand that CMS and Bal need to know if

1) Office staff and RNs are reporting these to you accurately
2) If you need to be asking them for it or if they are giving you that info as it happens

Step 2. Disclose Whatspp called Emil, CMS and Balbina, copy and paste

(*) OBSERVATIONS re Complaints and Incidents

1) Office staff and RNs: are [not] giving me info re complaints and Incidents
2) Office staff and RNs: are giving me the info
3) Of the complaints and Incidents that I do and log, [X]% are real and [Y]% are created