Give and manage feedback
Feedback management features within the Quality Management System allow employees to give feedback and allows managers to review, track and close feedback using a feedback register.
Important
Although any user can give feedback, only users that are allocated Incident and Improvement Manager OR Administrator/Model Administrator permissions can edit/delete pieces of feedback and view the feedback register. Permissions can be changed by going to People > Users. For more information, please see Manage Users.
The steps built into feedback reporting and management are as follows:
- Employees will give feedback using a standard feedback report form.
- Once submitted, the form will be saved in the feedback register and managers will receive a notification email.
- Manage can then open the feedback within the feedback register and review or update the details provided by the employee.
- Managers then update the appropriate fields in the Actions section of the form to track the progress of the feedback and close it.
- If required, feedback register data is exported to Microsoft Excel for further analysis and reporting.
Each step is described in more detail below.
For the purposes of this article:
- ‘Employees’ are users with ‘Process Viewer’ permission.
- ‘Managers’ are users with ‘Incident and Improvement Manager’ permission.
Give feedback (employee)
To give feedback, employees must complete the steps below:
Field | Description |
|---|---|
Summary of the Feedback | A brief summary of the feedback. |
Category | The type of feedback. See a summary of categories below:
|
Applies to Business Unit | The part of the business that is affected by the feedback (e.g. Sydney office). |
Feedback (in detail) | Further details about the feedback. |
Person giving Feedback | Name of the person giving the feedback. |
Phone number | The phone number of the person giving the feedback. |
Email address | The email address of the person giving the feedback. |
When feedback is received | The date on which feedback was received. |
Helpful material | Any photos, evidence or supporting materials that will help to provide further detail about the feedback. |
Notification email
When an employee gives feedback, assigned users (usually the managers) will receive a notification.
For assistance with setting up email notifications, please see Set Up and Configuration.
Review feedback (manager)
Upon receipt of the notification, managers can then open the feedback within the feedback register and review or update the details provided by the employee. The steps to do this are described below:
Update feedback progress (manager)
Once the initial details of the feedback have been reviewed and updated, the manager can complete the Actions section in the feedback report form.
Some of the fields in the Actions section appear as columns of data within the feedback register, which allows the manager to track and close feedback.
Filter | Description |
|---|---|
Status | The progress status of the feedback. |
Comments | Any additional comments, details and explanations. |
Related to | Relevant incidents, complaints and other feedback. |
Improvements | Improvements that relate to the feedback or that are designed to address the incident. |
Relevant policy/Regulation | Policy or regulation related to the feedback. |
Related to | Complaints, feedback and incidents related to the feedback |
Improvements | Improvements related to the feedback. |
View and use feedback register
The feedback register is an important tool for managers to track and close feedback. Selected feedback can be exported to Excel for further analysis and reporting as described below.
View feedback register
Filter | Description |
|---|---|
Feedback | Feedback title. |
Category | Feedback category. |
Business Unit | Business Unit affected by the feedback. |
Date received | The date feedback was given. |
Status | Management status of the feedback. |
In addition, you can use the options above the search ribbon to view current and archived feedback.
- Current view shows the pieces of feedback that are currently being managed.
- Archive view shows feedback that has a status of Completed or Cancelled.
- All shows both current and archived items.
Download feedback register
All information relating to activities recorded in the feedback register can be downloaded as a spreadsheet for reporting purposes.
Pieces of feedback can be downloaded individually or in bulk as either the complete register or in a group e.g. by category or business unit.
Tip
To download multiple (but not all) items, hold down Ctrl, click once on each relevant item and click Download.
For example, if you want to download pieces of feedback from a specific category, write the name of the category in the Category search bar, hold down Ctrl and select the relevant feedback.
