Event Tracking and Reporting Software Modernization

The Vendor is required to provide to evaluate and select an enterprise-grade tracking and reporting solution that supports patient safety, workforce safety, risk management, regulatory compliance, service delivery/recovery, and organizational learning across the health system.
- Traditional incident reporting, the solution must effectively support patient complaints and grievances, service recovery workflows, and structured feedback models that translate experience and safety signals into measurable improvements in care. 
- Currently utilizes an enterprise event reporting platform to support incident reporting, compliance documentation, and safety workflows across multiple clinical and operational domains. 
- Current solution meets core regulatory and risk management requirements, agency is seeking to modernize its capabilities to improve usability, analytics, integration, scalability, and alignment with a high-reliability, learning health system model.
- Regulatory and accrediting bodies expect organizations to demonstrate not only appropriate intake and resolution of events, complaints, and grievances, but also clear evidence of trend analysis, substantiated findings, and sustained quality improvements resulting from those insights.
- Approach may include enhancing the existing environment or transitioning to a new platform if demonstrable improvements in performance, usability, analytics, and value are identified – particularly in the ability to connect safety events, patient and workforce feedback, and grievance data to organizational learning, improvement actions, and documented outcomes.
- Objectives:
•    Strengthens patient, workforce, and organizational safety, as well as complaint/grievance reporting and follow-up
•    Improves user experience through intuitive workflows, role-based views, and mobile accessibility
•    Supports configurable workflows aligned to agency policies, governance, and service line structures
•    Provides real-time and near-real-time analytics, dashboards, and trend identification for leaders at all levels
•    Enables benchmarking of data against peer organizations and external standards
•    Supports a culture of transparency, learning, and continuous improvement.
- Provide a comprehensive solution, inclusive of software, configuration, integration, implementation, training, and ongoing support services.
- Comprehensive Event Reporting
•    Supports comprehensive reporting across clinical, operational, environmental, workforce compliance, patient complaint, and grievance domains
•    Enables consistent, system-wide capture of patient and workforce safety events, near misses, patient complaints, grievances, and service recovery events using configurable taxonomies, classifications, customizable fields, and dropdown menu options to support high-volume reporting
•    Supports differentiation between complaints, grievances, substantiated findings, and regulatory-reportable events, through configurable data elements, automated workflows, and escalation rules aligned with external reporting and accreditation requirements
•    Enables both identified and confidential reporting with configurable role-based access controls, while supporting automated and secure data feeds to meet external regulatory and reporting requirements
•    Supports Just Culture principles, non-punitive reporting, and psychologically safe reporting for patients, families, and workforce members
•    Enables linkage of complaints and grievances to related safety events, service recovery actions, and quality improvement initiatives
- Trend Identification and Analytics for Reported Events 
•    Provides real-time or near real-time dashboards across event types, complaint categories, grievance themes, locations, service lines, providers, and time periods
•    Supports trend identification across event types, complaint categories, grievance themes, locations, service lines, providers, and time periods
•    Enables identification of patterns, emerging risks, repeat complaints, substantiated matters, and systemic issues
•    Supports analysis of root causes, contributing factors, and effectiveness of corrective actions
•    Enables tracking and reporting of quality improvements and sustained outcomes resulting from event, complaint, and grievance analysis, consistent with regulatory expectations
- User Experience
•    Demonstrates an intuitive, modern user interface for front-line staff, managers, and leaders that encourages timely event, complaint, and grievance submission, including clear, user-friendly workflows for uploading and associating supporting documentation (e.g., screenshot, photos, correspondence, medical records, policies)
•    Minimizes clicks and data entry burden for reporters while supporting efficient attachment, preview, and management of supporting documents, including consolidation notifications and streamlined workflows to prevent multiple or duplicative alerts for a single event, and integration with PeopleSoft or other agency
•    Enterprise applications to reduce redundant data entry
•    Supports role-based views tailored to different user types, including controlled access to supporting documents based on role, sensitivity, and confidentiality 
•    Supports secure, web-based, and mobile-accessible reporting at the point of care, including the ability to upload supporting documents from desktop or mobile devices
•    Risk Identification and Prioritization
•    Supports structured risk identification methodologies
•    Enables harm and severity scoring to prioritize events
•    Enables separation of event reporting, HR disciplinary processes, and peer review workflows
•    Supports risk-based triage and escalation workflows
•    Regulatory and Compliance Reporting
•    Provides automated and validated regulatory and compliance reporting
•    Supports CMS, accrediting body, and regulatory agency requirements
•    Enables audit-ready documentation and traceability
- Patient Complaints and Grievance; Warnings and Termination; Potential for Litigation Management
•    Supports intake, tracking, and resolution of all care-related concerns.
•    Enables consistent, system-wide capture of patient or physician/staff raised concerns with configurable taxonomies and classifications.
•    Provides configurable workflows and reporting for management of patient-related care concerns.
•    Identifies and ensures appropriate reporting both internally and externally.
•    Provides data for process improvements in the quality of care.
•    Provides for prelitigation management of all matters.
•    Tracks any financial service recovery provided in compliance with billing regulations.
•    Ensure complementary management of all patient-related concerns in real time or near real time for service recovery.