Reporting system, R2C_CIRS & COMPLAINTS

Reporting system, R2C_CIRS & COMPLAINTS

Record and analyse critical incidents and complaints

Nowadays, recording and analysing critical incidents (near misses) and complaints is one of the central requirements of a holistic risk management, particularly in the healthcare sector. Feedback from patients, customers and staff will provide numerous indications of existing risks and offer considerable potential for improving internal processes.

Services provided by the software solution R2C_CIRS & COMPLAINTS

Our R2C_CIRS & COMPLAINTS software solution represents two modules in an integrated solution. The Critical Incident Reporting System module (CIRS) is a structured error report and learning system based on the anonymous reporting of critical incidents and near misses. The anonymity of the persons who have acted and those who have reported remains guaranteed at all times in the CIRS process. The Complaints module is a structured complaints management system based on the reporting of complaints. 

CIRS process

Anonymous reporting of critical incidents, immediate actions taken and suggestions for improvement via a freely configurable web form.

CIRS reports are anonymised by authorised users before they are visible to other users. This ensures that the reports contain no personal information.

The CIRS report can be assessed according to various points of view, for example according to the FMEA (Fehlermöglichkeits- und Einflussanalyse, Error Possibility and Influence Analysis) method or according to the image damage to be expected. The software provides clear assessments for the analysis of reports. 

Following up the reports is enabled by the integrated actions management. Deadlines are automatically monitored and those responsible are reminded by configurable e-mails.

Subsequent to making an anonymous report, the person reporting will receive an automatically generated key for access to this report within the system. This means that according to the German Federal Joint Committee directive, the results of this report and the knowledge gained, in particular concrete actions taken, can be followed anonymously by the person reporting.

Complaints process

Reporting of situations that contain praise or criticism via a freely configurable web form. Along with the description of the situation, information on the persons involved, possible causes and suggestions for improvement can be recorded. 

The complaints report can be assessed according to various points of view, for example according to the FMEA (Fehlermöglichkeits- und Einflussanalyse, Error Possibility and Influence Analysis) method or according to the image damage to be expected. The software provides clear assessments for the analysis of reports. 

Following up the reports is enabled by the integrated actions management. Deadlines are automatically monitored and those responsible are reminded by configurable e-mails.

Complaints control enables the documentation of all process steps taken as part of processing the complaints. Document templates can be stored for the process steps, in order to create written communication with predefined text and design.

This is what the R2C_CIRS & COMPLAINTS software solution has to offer you

R2C_CIRS & COMPLAINTS can be individually adapted to your requirements. By integrating two modules into one solution, redundancies are avoided and comparable results supplied by uniform methods of assessment.

  • Simple integration into the existing IT landscape
  • Simple roll-out throughout the whole company thanks to a web-based solution
  • Adaptation of the software to company-specific requirements thanks to flexible configuration options
  • Simple operation due to intuitive user guidance
  • Contains the FMEA (Fehlermöglichkeits- und Einflussanalyse, Error Possibility and Influence Analysis)
  • Protected access via a role-based authorisation concept according to the need-to-know principle
  • High degree of acceptance due to secure anonymisation process(CIRS)
  • Efficient procedure due to deadline-based e-mail notifications for those involved in the process
  • Software made in Germany
  • Quick report recording due to a clear report form
  • Early identification of risks
  • Raises awareness of risks among staff and promotes a positive error culture
  • Supports process optimisation and increases patient safety for the long term
  • Increased readiness to report due to multi-lingual user interface
  • Effective control of actions due to integrated action management
  • A variety of options for analysis and assessment including comprehensive reports in different formats, e.g. Excel, Word

Overview of the most important features

Our software solution covers the central key features of a complaints and reporting system:

  • Increasing acceptance due to simple report recording
    A simple and freely accessible report form increases the willingness of staff to report. All the form boxes are freely configurable and can be simply adapted to individual reporting processes.
  • Ensure anonymity – create trust (CIRS)
    All reports are checked for anonymity and released - only then can the reports be viewed and processed. This increases the trust and the willingness to report of staff and patients.
  • Recognise weak points & make use of potential for improvement
    R2C_CIRS & Complaints supports you with comprehensive assessments and reports in the analysis of near misses, praise and complaints. This means that critical situations can be better understood and weak points recognised more quickly.
  • Control and implement actions efficiently
    The integrated action management ensures efficient follow-up. Actions relevant for all departments of the company can be marked as “public” and thereby made accessible to all users.
  • Keep an eye on incidents/complaints and follow these up
    Near misses and complaints that are relevant for the whole company can be published and followed on a cross-location online platform. The person reporting will receive feedback on the status of his or her report and the actions it initiated.

We are happy to support you

We will be happy to advise you on all matters to do with complaints and report management!

In a personal discussion, we will consider with you which software solution would be the perfect match for you. You also have the opportunity to view our software solution in a free webinar – get in touch with us!

Your Sales Team

Otto-Hahn-Str. 20
D-76275 Ettlingen

+49 (0)7243 321-4700

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