Advanced Complaint Tracking

Advanced Complaint Tracking helps your practice make it easier for patients to share what they are experiencing and easier for providers to understand how those concerns change over time.

During Kiosk check-in, patients can describe where they are experiencing pain, how intense it feels, what makes it better or worse, which symptoms they notice, and how it affects their daily activities. Their responses flow directly into the Treatment Note, so your team can spend less time re-entering information and more time focusing on the patient.

At follow-up visits, patients can quickly update an existing complaint or add a new one when something changes.

Enable Advanced Complaint Tracking

You can choose how patients share complaint information during Kiosk check-in.

Go to Settings > Clinic > Customization > Kiosk / PatientHub 360 Settings.

Patient Complaints Tracking

Choose the experience that best fits your practice:
- Disabled
- Basic
- Advanced
Select Advanced

Note: Advanced Complaints with Tracking is enabled by default for new ChiroSpring 360 customers.

Start Using It Right Away, or Make It Your Own

You can start using the standard experience right away or customize it to better match how your practice collects and documents complaint information.

Customize the Body Diagram

Advanced Complaint Tracking includes a body diagram that's ready for patients to use. If you'd prefer a different image, you can replace the standard body diagram with an image of your own.

When you replace the body diagram, you'll also need to map the body regions on your new image. This tells ChiroSpring which complaint or body region should be associated with each area patients select during check-in.

Each part of the complaint experience can be customized:

Body Regions
Qualities
Aggravating Factors
Relieving Factors
Activities of Daily Living (ADLs)
Mechanism of Injury
Frequency
Duration
Intensity
Status Since Last Visit

For each category, you can:

Edit existing options
Add options that are important to your practice
Remove options you do not need
Drag and drop options to change their order

This helps you collect the information your providers need without overwhelming patients with unnecessary questions. You can create a guided experience that feels clear, relevant, and easy to complete.

How Patients Add a New Complaint

When a patient reports a new concern, ChiroSpring guides them through the process one step at a time.

Choose Where the Complaint Is Located

Patients begin with an interactive body diagram.

They select the area where they are experiencing discomfort. The selected body region is automatically used as the complaint name, helping patients describe their concern without needing to know specific medical terminology.

Patients then answer the questions configured by your practice.

Depending on your settings, they may be asked about:

Pain intensity
Symptoms or qualities
What makes the complaint worse
What makes it feel better
Daily activities affected
How often the complaint occurs
How long it has been present
How the complaint began

Patients can move between the Intake Form and Complaint sections if they need to review or update an answer before submitting their information.

Add More Than One Complaint

Patients can report multiple concerns during the same check-in.

After completing one complaint, they can select Add Another Complaint to describe another area or condition. Each complaint is tracked separately, giving your provider a clearer picture of the patient's overall experience.

Make Follow-Up Visits Faster

Patients do not need to complete the full complaint questionnaire at every visit.

For an existing complaint, they can use the 0–10 Pain Scale to quickly share how they feel today. This makes check-in faster while still helping your practice monitor changes over time.

If a new concern has developed, the patient can select Add New Complaint and complete the full complaint experience for that issue.

Review and Track Complaints in the Treatment Note

Information submitted by the patient flows directly into the Treatment Note for the current visit.

The Complaints tab displays a red badge showing the number of active complaints for the patient. Select the tab to view and review those complaints.

Manage Active Complaints

Each complaint provides a snapshot of the patient's current complaint details, along with when the complaint was first reported and the date it was last updated.

The Pain History graph tracks the patient's reported pain levels over time, making it easy to see how the complaint is changing from visit to visit.

From here, providers can add a new complaint, include or exclude an existing complaint from the Treatment Note, set a complaint as primary, edit complaint details, or close a complaint when it is no longer active.

Edit Complaint Details

Select Edit to open the complaint and view all of the information provided by the patient during check-in.

As the provider reviews the complaint with the patient, they can update existing responses or add additional information based on what is discussed during the visit.

Providers can also update the complaint location and select Add radiation target to document additional areas where the pain radiates.

Once complete, save the complaint to apply the changes.

Important: Changes made to complaint information apply only to the current visit's Treatment Note. Updating a complaint does not change information documented on previous Treatment Notes.