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Create a grievance when a resident, family member, representative, staff member, or other reporter raises a concern that needs review, response, or documented follow-up.

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Create the record

  1. Open Grievances.
  2. Select New grievance.
  3. Choose the facility.
  4. Add resident and reporter information.
  5. Enter the grievance, complaint, or concern details.
  6. Choose routing details such as category, priority, and assignee.
  7. Save the grievance.

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What to include

Capture enough information for another team member to understand the issue without reconstructing it later.
  • Who raised the concern
  • Which resident is involved
  • What happened
  • When and where it happened
  • Who should follow up
  • Any immediate safety or escalation needs

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Use consistent language

People may call the same event a grievance, complaint, concern, issue, report, request, or family concern. In Grievly, log it when the facility needs a trackable record, ownership, follow-up, or resolution documentation.

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Anonymous reports

If the reporter is anonymous, preserve that choice and avoid adding identifying details unless they are necessary for safe follow-up.