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These tabs protect the people you serve: complaints raised, incidents that occurred, and the rights each member has been told about.

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Complaints

Complaint tracking with category, priority, investigation status, and resolution dates. Columns: Member · Date · Category · Priority · Status · Resolved Category is what makes complaints useful beyond the individual case. Categories that recur point at a systemic problem worth a QAPI initiative.
A complaint with no Resolved date is still open, regardless of what status says. Members and families notice unresolved complaints long before surveyors do.

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Incident Reports

Incident reports with type classification, severity levels, and regulatory reporting status. Columns: Member · Date · Type · Severity · Status · Reported
Reported is a regulatory field, not an internal one. Certain incident types must be reported to the state within defined timeframes. Escalate to your compliance officer rather than deciding reportability yourself.

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Member Rights

Member rights documentation including acknowledgement, DNR status, and privacy notices. Columns: Member · Provided · Acknowledged · DNR Status · Privacy Notice
Provided is not Acknowledged. Handing over rights information does not evidence that the member received and understood it. Filter on a blank Acknowledged to find gaps.
DNR Status is clinical information that affects care delivery in an emergency. Confirm it is accurate and current on every member record — not just recorded once at admission.

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Handling a complaint

1

Record it the day it arrives

Set the member, date, category, and priority.
2

Investigate

Move the status forward as you work. Keep the member informed.
3

Resolve and record the date

Resolved is what closes the loop.
4

Look for a pattern

Group by Category. A recurring category needs a QAPI initiative, not another individual fix.

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Handling an incident

1

Record the incident immediately

Set member, date, type, and severity.
2

Escalate for reportability assessment

Your compliance officer determines whether the state must be notified, and by when.
3

Investigate

Move status to UNDER_INVESTIGATION.
4

Record the regulatory report

Set Reported if notification was made.
5

Close with findings

Move to CLOSED once the investigation concludes.

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Completing member rights at admission

1

Provide the rights information and privacy notice

Set Provided and Privacy Notice.
2

Obtain acknowledgement

Set Acknowledged. This is the field that evidences compliance.
3

Record DNR status

Confirm it with the member and their physician.
4

Review periodically

DNR status and contact preferences change.

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Troubleshooting

QAPI

Turn complaint patterns into improvement work.

Members

Member records and assessments.