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This guidance is for Lumary DC. For help with a different Lumary product, check out our Care Management (CM), Allied Health (AH) or Applied Behavioral Analysis (ABA) guides.

Capture feedback

Updated

This article explains how to capture compliments, complaints and other feedback.

Lumary's incident management features can also be used to capture compliments, complaints or other feedback.

Launch the feedback form

There are multiple ways to launch the incident management features to capture feedback.

If the feedback is being raised on a client's behalf:

  1. Go to the client's record.
  2. Click on the Submit Incident / Feedback button at the top of the record. You may need to click on the drop-down arrow to find this option.

Client record showing Submit Incident / Feedback button

If the feedback doesn't involve a client:

  1. Click on the App Launcher nine dot icon.
  2. Search for submit an incident.
  3. Click on the Submit an Incident or Feedback option.

This will launch the Submit Incident / Feedback form or take you to the Submit an Incident or Feedback page. The rest of the steps are the same for both views. A progress bar at the top of the form shows you where you're up to in the process.

Avoid using your browser navigation, especially the back button, while working through the form. Using the back button may take you out of the form and remove any information you've added.

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Capture basic information

To capture basic feedback information:

  1. Under Recording an Incident or Feedback? select Feedback.

Submit Incident / Feedback form showing Feedback option

  1. This will reveal the What type of Feedback? question.
  2. Select Complaint or Compliment.

If you select Complaint, the record created to track the feedback will include additional options to track complaint resolution.

  1. Click on the Next button.

This will take you to a screen that captures information under fields listed in the following table. Mandatory fields are marked with an asterisk. Some responses may open additional mandatory fields.

Field Purpose and use
* User who reported or captured this Incident / Feedback?

This will auto-fill with your name.

To capture feedback for another user:

  • click on the cross to remove your name, and
  • search for and select the name of the staff member who captured the feedback.
* Date and Time Feedback Received

To add the date and time the feedback was received:

  • use the calendar popup field to select the date, and
  • use the list of times to select the time.
* Who raised the Feedback?

The option you select for this question may reveal additional fields.

  • Client - * Client Name
  • Carer/Family - Phone and Email
  • Employee - * Employee Name
  • Other - First Name, Last Name, Phone Number and Email
  • Remain Anonymous - no additional fields.
* Is this being raised on behalf of a client?

This field appears for all options other than Client. Selecting Yes will reveal the * Client Name field.
* Client Name

Search for and select the name of the client who raised the feedback.

If you started from a client's record, this field will auto-fill with that client's name. If a different client provided the feedback, click on the cross to clear the field. Then search for and select the client.
  1. Once you've filled in all of the mandatory fields, click on the Next button.

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Add feedback details

Once you've added basic information, the next screen captures details of the feedback. Use the Domain Choice field to select the type of feedback. For most options, this will reveal a Sub Domain Choice field with different options depending on the main domain.

The standard domain options and sub options are listed in the following table. These may be different depending on what's been set up in your environment.

* Domain Choice * Sub Domain Choice
Service
  • Other
  • Allowable / Disallowable services and purchases
  • Care management
  • Family agreement
  • Quality / standard of care
  • Refusal by consumer to participate
Communication
  • Allowable / Disallowable expenses
  • Documentation
  • Response Time
  • Other
Staff/Worker
  • Other
  • Support Worker
  • Clinical Team
  • Nursing
  • House Team Leader
Finance
  • Other
  • Budget/Negative Balance
  • Service Charges
  • Invoice
Other The Sub Domain Choice field is hidden.
  1. Once you've selected the domains, fill in the * Details of Complaint, Compliment or Feedback field.
  2. Fill in the * What action would you like taken / preferred outcome? field.

As well as entering text, these fields allow you to:

  • apply text formatting
  • link to other URLs, and
  • upload images.
  1. For * Does the person want additional contact to be made?, select Yes or No.
  2. Before you move on, check what you've entered carefully. Use the Previous button to go back and make any changes.
  3. Click on the Next button. This will create an incident management record and you won't be able to go back to previous screens. If you need to make any further changes, you'll need to make them on the incident management record.

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Include attachments and finalise

The last screen enables you to include any attachments that have been provided to support the feedback.

  1. Click on the Upload Files button or drop files on the hit area to add attachments.
  2. Click on the Next button.

Uploaded files can be found on the incident management record by going to the Communication And Attachments tab and clicking on the Attachments tab.

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The feedback will be saved in an incident management record for review, reporting and, if required, escalation. If the feedback is a complaint, the incident management record will include a Complaint Resolution tab with additional options for capturing the resolution of the complaint.

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