Patient Grievance Workflow Solution

The Vendor is required to provide of a centralized patient grievances and complaints workflow solution for efficiently, effectively and confidentially managing patient grievances from intake through resolution consistent with applicable healthcare rules, regulations and standards.
- Provide a centralized patient grievance and complaint workflow solution for managing grievances from intake through resolution.
- As an organization committed to improving the patient experience and quality of care, the analysis of complaints and grievances serves as an opportunity for targeted improvements. 
- Patient complaints and grievances are currently documented and maintained in a system where access is limited to internal users with MM credentials.
- Department handles anywhere from 4000-5000 grievances and 3500-4000 complaints in a year, the former requiring a written response. 
- The use of the current grievance software has necessitated incorporation of multiple supplementary tools and applications for processing grievances resulting in:
•    Inefficiencies and duplicative work
•    An abundance of manual effort
•    Redundant storage of grievance information in multiple places
•    Burdensome tracking for key deadlines and performance analysis
•    Staff turnover and burnout.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: September 30, 2025