Smarter Hospital Complaints and Grievances Management Starts Here
Most hospitals manage patient complaints and grievances reactively. ADN helps you lead proactively.
Our application transforms patient complaints into a continuous improvement engine — helping Patient Relations and Quality teams address and resolve issues faster, spot patterns earlier, and flag systemic problems before they escalate.
It’s not just easier compliance — it’s smarter, data-informed patient engagement that drives meaningful quality, financial, operational and reputational gains.
HOW IT WORKS
Take a Tour of Our Hospital Complaints and Grievances Application
Watch a quick walkthrough of how our application helps hospitals streamline complaints and grievances management — from intake to resolution. See how easy it is to stay compliant, uncover trends, and protect patient relationships.
Why Hospital Complaints and Grievances Matter
Most Hospitals Handle Patient Complaints Manually.
ADN Offers a Purpose-Built Alternative.
Hospital complaints and grievances often go under-analyzed and under-resourced, creating compliance risk, lost revenue, and missed improvement opportunities. When managed in spreadsheets or email inboxes, deadlines get missed and trends go unnoticed.
ADN’s Hospital Complaints and Grievances web-based solution turns reactive documentation into proactive insights for risk reduction, operational improvement, and population retention.
Transform Feedback Into Strategic Advantage
Patient complaints and grievances aren’t just concerns — they’re meaningful data. Hospitals that listen, track, and act can convert this feedback into a strategic advantage for care quality, compliance, and trust.
Most hospitals still rely on manual tools — spreadsheets, shared inboxes, or homegrown systems — to manage complaints and grievances. This outdated approach makes it hard to track deadlines, ensure accountability, or learn from what patients are telling you.
ADN’s purpose-built solution brings structure and strategy to your complaints and grievances program. It helps you go beyond checkbox compliance — enabling timely resolution, root cause visibility, and system-wide improvement that protects revenue and enhances patient trust.
Healthcare analytics Tools & resources
Hospital Complaints and Grievances Financial Impact Calculator
With average patient revenue at $18,426 per discharge, even small improvements in complaint resolution can save hundreds of thousands annually. See your hospital’s specific numbers in under 60 seconds—the results will transform how you think about patient satisfaction.
What Our Hospital Complaints and Grievances Software Does
Single Platform, Fully Integrated
Manage complaints and grievances from intake to resolution within the same system used for patient safety events.
Customizable Forms & Workflows
Tailor issue types, task types, and resolution actions to align with your facility’s needs.
Automated Notifications & Increased Transparency
Provides real-time notifications of reported concerns to key stakeholders and allows visibility into issue progress and resolution — no more manual status updates.
Role-Based Work Queues
Ensure users only see the complaints and grievances relevant to their role, department, or assigned task — streamlining oversight and promoting focused accountability.
Task Assignments & Progress Tracking
Assign follow-up actions to users with status tracking — making it easy to coordinate efforts, monitor task completion, and ensure nothing falls through the cracks.
Patient-Centered Documentation
Capture communication history, stated concerns, expectations for resolution, and whether the issue was satisfactorily resolved — helping your facility personalize service recovery and close the loop meaningfully.
Cost Visibility
Capture direct costs (financial adjustments, service credits, etc.) and identify patterns contributing to unnecessary cost drivers.
Embedded Compliance Framework
Stay audit-ready using built-in documentation timelines, task reminders, and structured response workflows (aligned with CMS, TJC, and state guidelines).
Real-Time Dashboards & KPIs
Track and trend case volume, issue categories, task assignments, resolution statuses, and estimated financial costs at a glance.
Use With or Without ADN's Patient Safety Event Reporting Application
ADN’s Hospital Complaints and Grievances module can be used as a powerful standalone solution — but it also integrates seamlessly with ADN’s Patient Safety Event Reporting application. Using both modules together gives hospitals a more comprehensive view of patient feedback and risk.
Because both modules share the same platform, work queues, and dashboards, your teams benefit from a single learning curve, streamlined workflows, and unified reporting — all while potentially saving significant budget dollars.
Get two perspectives. One system.
Take the Next Step: Let’s Make Hospital Complaints and Grievances Work for You
ADN helps your hospital move from fragmented tracking to proactive, insight-driven complaint and grievance management. Whether you’re upgrading from paper or replacing a limited system, we’ll help you get there.
The Benefits of Better Hospital Complaints and Grievances Management
Operational Efficiency
- Streamline hospital complaints and grievances with structured workflows
- Reduce resolution time and eliminate manual tracking with automated alerts and centralized follow-up
Regulatory Protection
- Ensure compliance with CMS, TJC, and state timelines for grievance responses
- Be audit-ready with clear tracking and comprehensive documentation
Financial Insight & Revenue Protection
- Identify avoidable cost drivers through analytics
- Preserve patient relationships and prevent revenue loss by addressing concerns before they escalate
Improved Staff Experience
- Free up Patient Relations and Quality staff from burdensome manual tasks
- Centralize all activity in a single, user-friendly actionable system
- Increase transparency to stakeholders, building trust and reducing communication breakdowns
Who Uses Our Hospital Complaints and Grievances Module?
Designed for the Teams Handling Patient Complaints and Grievances Every Day
Whether your hospital assigns complaints and grievances to Patient Relations, Risk, Quality, or Compliance, ADN meets you where you are. The module supports:
- Quality & Risk Management — Ensure every grievance is documented and audit-ready.
- Patient Experience Teams — Track complaint trends, identify service breakdowns, and improve patient loyalty.
- Compliance & Accreditation — Streamline documentation to meet CMS, TJC, and state health department standards.
- Executives & Operations Leaders — Gain visibility into volume, cost, and causes — with data to drive system-wide improvements.
ADN’s hospital complaints and grievances platform increases transparency by giving all authorized stakeholders real-time visibility into issue status, ownership, and resolution progress. This shared visibility builds trust across departments, reduces communication breakdowns, and ensures that concerns are addressed consistently, thoroughly, and in alignment with regulatory expectations.
Built-in Compliance for Hospital Complaints and Grievances
— Without the Manual Burden
Stay Audit-Ready for CMS, TJC, and State Requirements
The ADN Hospital Complaints and Grievances application tracks required response timelines, prompts staff to act before deadlines, and documents every step — ensuring you stay compliant without relying on manual tracking.
- Aligns with CMS Interpretive Guidelines
- Supports TJC standards on patient rights and complaint handling
- Flexible to incorporate state-specific mandates
Reduce the stress of survey prep. Your grievance program is already aligned.
From Regulatory Burden to Operational Insight
Hospital Complaints and Grievances Aren’t Just a Compliance Checkbox — They’re a Feedback Goldmine
Patient complaints and grievances contain rich signals about care breakdowns, communication gaps, and operational inefficiencies. ADN helps you tap into that data to improve:
- Timeliness of response and resolution
- Patient trust and retention
- Staff accountability
- Root cause identification
- System-wide process improvement
Don’t just close the loop. Learn from it.
Why Choose ADN for Hospital Complaints and Grievances
Flexible. Practical. Built for Healthcare.
- Works out of the box — Prebuilt templates, task types, and dashboards aligned to regulatory guidance.
- Tailored to your facility — Manage flexible customization options and workflows to align with your facility’s internal processes — no IT support required.
- Support that gets it — From onboarding to configuration and beyond, we partner with you every step of the way to ensure lasting success.
Get Pricing and See the App
Flexible. Practical. Built for Healthcare.
FAQs about Hospital Complaints and Grievances
While ADN does not require full EHR integration, our platform can securely connect to your hospital’s EHR using an ADT (Admission, Discharge, Transfer) feed. This allows the system to automatically pull in key patient demographic information — such as name, MRN, and admission/visit details — into the reporting forms. This reduces manual entry, improves accuracy, and helps staff link each complaint/grievance to the appropriate patient encounter. Many clients find this level of integration provides the right balance of context and simplicity without the complexity of full EHR interfacing.
A complaint is typically resolved at the point of care and may not require formal follow-up. A grievance is a formalized complaint that must be investigated and responded to in writing within a required timeframe, per the Center of Medicare and Medicaid Services (CMS), The Joint Commission (TJC), and other regulatory guidelines.
Yes. ADN’s application is fully HIPAA-compliant and built on healthcare data security best practices to protect patient information at every step.
Yes. The platform allows users to log financial adjustments, waived charges, or service compensation associated with grievance resolution and view these trends over time.
A hospital grievance committee is typically responsible for reviewing formal patient grievances, ensuring timely resolution, and evaluating patterns for systemic improvement. ADN’s platform supports this work by centralizing all grievance data, enabling case reviews, and generating reports that help committees identify recurring issues and compliance status.
The system can be customized to track complaints and grievances across all departments and issue types — including clinical care, communication, operational, billing, and more.
Yes. The application includes embedded timelines, reminders, and task tracking aligned with CMS Interpretive Guidelines and The Joint Commission standards, helping ensure timely responses and audit readiness.
Absolutely. Forms, task types, and more are configurable to align with your facility’s internal workflows.
Yes, if you’re already using ADN’s patient safety module, your teams will benefit from seamless integration between complaints, grievances, and safety events. If you’re not already an ADN client, consider one platform to manage patient safety events and complaints and grievances. Two perspectives, one platform.
Real-time dashboards and exportable reports let you monitor volume, issue type trends, resolution and closure statuses, and estimated grievance-related costs. Reports can be filtered by department, time period, and more.
Yes. Our team provides onboarding, configuration, training, and ongoing support to ensure a smooth and successful launch tailored to your hospital’s needs.
Get Started with Our Hospital Complaints and Grievances Software
Ready to improve your hospital complaints and grievances process? Our team is here to provide the support you need to achieve your quality and patient care goals.
Contact Us Today: Fill out the contact form below or call us at 501-225-5533 to set up a demo.