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Follow-up records the work done after a grievance, complaint, or concern is created. It gives the case a timeline that another reviewer can understand later.

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Add a note

  1. Open the grievance.
  2. Use the timeline or follow-up composer.
  3. Enter the note.
  4. Save the entry.

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Add actions taken

Use actions taken to document meaningful steps such as:
  • Speaking with a resident or representative
  • Reviewing a chart or internal record
  • Interviewing staff
  • Escalating to leadership
  • Assigning corrective action
  • Completing a follow-up task

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Write notes for review

Good follow-up notes are specific, dated, and tied to the issue being reviewed. Avoid vague updates like “handled” when the record needs to show what was reviewed, who was contacted, and what changed.

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Attach files

Use attachments for supporting documents that belong with the case record. Do not upload files unrelated to the grievance.