Enhancing Complaints Management in Healthcare Regulation

In 2021, Pivotal Research embarked on a crucial initiative with eight allied health regulators in British Columbia to overhaul their complaints management processes. This extensive evaluation was pivotal in preparing for the upcoming amalgamation of these bodies, ensuring that their procedures are not only aligned but optimized for efficiency and effectiveness. 

The Challenge

As these profession regulators prepared to merge, it was essential to establish a unified approach to handling complaints. Each profession regulator had its own process, and the lack of consistency could potentially lead to inefficiencies and decreased stakeholder satisfaction. Our goal was to create a standardized yet flexible framework that could accommodate the unique aspects of each regulatory body while enhancing overall performance. 

Our Approach

Through meticulous process evaluations, we identified critical touchpoints and pain points in the existing systems. This comprehensive analysis led to the development of an aligned Key Performance Indicator (KPI) framework specifically designed for complaints management.  

Implementation and Outcomes

Following our comprehensive evaluation, we rolled out new complaints management feedback programs for our esteemed clients, including the College of Opticians of BC, the College of Dental Hygienists of Ontario, and the BC College of Oral Health Professionals. These programs have been instrumental in enhancing the complaints process, equipped with: 

  • Process Mapping: Streamlines feedback to improve the complaints handling process continuously. 
  • KPI Framework: Enables monitoring of feedback and overall sentiment, with metrics tailored to enhance service quality, including the specific experiences of Indigenous patients and registrants. 
  • Feedback Program: Supports the capture of timely feedback and provides deep insights to facilitate ongoing improvements. 

The Impact

By implementing these strategic tools, our clients are now better equipped to handle complaints more transparently and effectively, ensuring that all parties’ voices are heard and acted upon. This alignment sets a new standard for regulatory excellence in healthcare. 

For organizations looking to refine their strategic processes and outcomes, Pivotal Research offers the expertise and experience to drive significant improvements. Contact us today to learn how we can help optimize your operational frameworks and enhance stakeholder satisfaction. 

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