Record compliments, suggestions and general feedback in the same register as complaints, so you can thank people, act on ideas and report on what you hear.
Before you begin
- You need the Log feedback permission to log feedback, and Manage complaints to resolve and close it.
Log a compliment or suggestion
- Go to Quality → Complaints and feedback and select Log feedback.
- Choose the Kind: Compliment, Suggestion or Feedback.
- Set Received, choose From and the Channel, and enter the Name of the person if known.
- Choose the Participant if it is about their supports.
- Write the Subject and Details (for example which worker was praised and what for).
- Select Save.
Complaints and feedback register filtered to Kind Compliment, with the green Compliment badge in an open item
Follow it up
- Select the item in the register to open it.
- For a suggestion you will act on, select Add to improvement register (see Continuous improvement register).
- Record what you did in Resolution and outcome and select Resolve.
- Select Close.
Report on feedback
- Read the Average days to resolve tile; it also shows how many compliments were received.
- Use the Kind filter and Export to share compliments with the team.
- On Insights → Incident trends, the Complaints and feedback card shows feedback by kind with timeliness.
Tips
- By default, acknowledgement and resolution timeframes apply only to complaints. Your organisation can apply them to all kinds in Settings → Quality and communications.
- Pass compliments on to the worker and their team leader; it is good for morale and evidence for audits.
If something goes wrong
A compliment shows no acknowledge-by date.
That is expected unless your organisation applies timeframes to all kinds.
The named worker wasn’t told about their compliment.
The web form has no field to name a worker, so the automatic thank-you is not sent. Tell the worker directly.