REPORTED TO EXTERNAL BODY
The Complaint reported to section records and gives access to any reporting to external bodies for the incident or complaint
In the Complaint investigation form for the complaint, click on the Overview tab
Any External bodies that are highlighted in green, indicate mandatory reporting for that particular complaint. A complaint cannot be closed until all mandatory reported to bodies are completed
A default list of mandatoy reporting for each type of incident or complaint is controlled by head office but this is editable on an incident by incident basis. Please check out Mandatory Reporting for further information
Add a reported to activity
To report a complaint to an external body, click the Pencil edit icon for the required External body to open the Add Activity – Reported to external body
Enter the name of the contact
Use the Attach Document/Letter tool to locate and add any required document(s)
Use the Import Email from Outlook tool to import any relevant email(s)
For full details on how to create and edit outgoing letters from the CASI system, see the Manage Letters tool
Enter text in the notes field
Click Save and Close
The Complaint reported to section updates to show the activity added
Edit a reported to activity
Reported to activities are editable until Head Office Approved by has been signed in the Approval | Response section.
If the complaint is reopened, the reported to section is once again editable until the appropriate response has been recorded (signing the relevant Response Provided section)
Click the Pencil edit icon for the required External body to open the Activity – Reported to external body in edit mode
This allows the full activity to be viewed including an attached documents and any required changes can be made
Click Save and Close to save any changes made and to update the display in the Complaint Investigation form
Viewing
Attached documents are listed in the Attached Documents section and these can be opened by clicking the corresponding View Document icon
Most activities are locked from edit at the time they are saved and this is indicated by the red Read Only label above the side bar menu
There are some exceptions including Reporting to external bodies. These activities, which are accessed from within the relevant investigation forms, remain editable, until the form has been been appropriately approved (signed)
Download
Downloads all documents associated with an activity to a temporary folder
Click Download in the bottom tool bar
Note that the temporary download folders are deleted when you sign out of QualCare or QualCare is closed down
Send to Email
Attaches all documents from an activity to an email (note that this tool needs Outlook to be installed and available on the PC being used)
Click Send to Email in the bottom tool bar
Select the recipient from the pop up list or simply select send to blank email
An email is created with the documents as attachments
Complete the email as required
Remember that any email relative to an incident should be recorded using the appropriate activity such as Email (import)