ESCALATE TO FORMAL COMPLAINT
Only available in Minor Concerns
Used to escalate a minor concern to a formal complaint and to record appropriate reasons, documents etc
Minor concerns can only be escalated to a formal complaint within 28 days of being approved and closed
Once escalated, all existing approval signatures are removed and the now formal complaint will be set to a status of Open (Investigation in process)
For full details about the various stages of a complaint, see Complaint Stages
For full details on how to create and edit outgoing letters from the CASI system, see the Manage Letters tool
Open the required incident and click the Activity/Timeline tab in the Incident management window
Select Escalate to Formal Complaint in the side bar menu and accept the warning about signature removal etc to open the Add Activity – Escalate to Formal Complaint window
Enter any relevant notes
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)
Click Save and Close and enter your password when requested
The Escalate to Formal Complaint activity is added to the Activity/Timeline and the required changes including any signature removal and status updates are automatically completed
A confirmation notice appears and then the display returns to the complaint dashboard showing that the mincor concern has been escalated
Viewing
Documents added to an activity can be viewed directly from the activity list by clicking on the Document icon (a number next to the icon states how many documents are held for the activity) and selecting the required document from the pop up list
To fully open an activity, click the Open Activity icon to the left of the required activity
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 and Proposed responses. These activities, which are accessed from within the relevant investigation forms, remain editable, until the form has been been appropriately approved (signed)
Download
Downloads of 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)