22. HealthSafe User Complaint Policy

USER COMPLAINT POLICY

VERSION HISTORY

DOCUMENT STATUS

Table of Contents

1 Purpose

2 Scope

3 Input

4 Output

5 Interacting Process

6 Abbreviations, Acronyms and Definitions

7 Procedure

8 Monitoring the Process

9 Records

1 PURPOSE

The purpose of this document is to establish and maintain a policy for User Complaint requirement for HealthSafe NZ.

2 SCOPE

These procedures applies to all aspects of Resolving User Complaints,  System Support Requests, Resource Access Request, and Maintenance of Systems etc

3 ABBREVIATIONS, ACRONYMS AND DEFINITIONS

4 INPUT

• Complaints/Requests sent via email support@healthsafe.co.nz and HubSpot ticketing system https://healthsafe.co/contact-healthsafe-nz
• Complaints/Requests over phone or in person in case of emergency

5 OUTPUT

• Resolving the complaints

6 INTERACTING PROCESS

• Admin, FH, BA, Development, Testing

7 PROCEDURE

1. HealthSafe Admin Support team receive an email alert as soon as users submit a ticket through HubSpot, WalkMe, or email to support@healthsafe.co.nz
2. The complaints/requests over the phone or in person are to be recorded in the Support Request Form.
3. One of the Admin Support team members looks at the ticket and assigns a degree of difficulty.
4. The SLA for the various difficulty levels are as follows:
   • URGENT - Immediate attention
   • Simple – Resolution Time will be 1 hour
   • Medium – Resolution Time will be 1 day
   • Complex – Resolution Time will be 3 days
5. The ticket for which a specific resolution time is communicated to the user, the specified resolution time becomes the SLA for that ticket.
6. If the issue is to be resolved by an outsourced IT vendor, the IT team will then report the problem to the appropriate contact person at the 3rd-party system and/or raise a ticket through the 3rd-party support portal and communicate with the client the process that has been undertaken.
7. The IT team will communicate the time of resolution to the HealthSafe Support person who will then communicate to the user based on the nature of the issue and coordinate with the relevant department to resolve the issue.
8. If the nature of user complaints are related to user accounts, the Bug Report Form is duly filled by the HS Support team member and resolves the complaints.  The resolution is recorded in HubSpot and/or email sent to the user.  The feedback on the resolution is recorded via HubSpot helpdesk.
9. If the nature of user requests is related to upgrade or replacement iPads, the Software/Hardware Requisition Form is duly filled by the HS team member.  If there are any hardware procurement requirements, OPS will raise a Software/Hardware Requisition Form to the General Manager or Functional Head.  On receipt of the new hardware, the MDM records are updated with the client and iPad.

8 Monitoring the Process

• Necessary requests forms are approved by the General Manager of FH.

9 Records

• Support Request Form – https://healthsafe.co/contact-healthsafe-nz
• Email
• Bug Report Form
• CRM (HubSpot)
• Software/Hardware Requisition Form