Advanced Complaint Tracking: Webinar Recap & FAQs
During our Advanced Complaint Tracking webinar, we walked through the full experience from both the patient and provider perspective, including:
- How patients add and update complaints during Kiosk check-in
- How complaint information flows directly into the Treatment Note
- How providers review, edit, prioritize, include, and close complaints
- How complaint history and pain levels can be tracked over time
- How to customize body regions, body mapping, qualities, aggravating and relieving factors, ADLs, and more
- How existing complaints are reevaluated at future visits
- What’s available today and what additional flexibility is planned
Watch the Webinar
Missed the live session or want to see Advanced Complaint Tracking in action?
Watch the full webinar recording below for a complete walkthrough of the patient experience, provider workflow, and customization options.
Webinar FAQs
Can a provider change information entered by the patient?
Yes. Providers have full editing ability.
For example, if a patient reports their pain as 9/10 and the provider determines 7/10 is more appropriate based on the visit, the provider can edit the pain scale. Other complaint information can also be added or updated.
Can providers add a complaint if the patient didn't enter it during check-in?
Yes. Select Create New Complaint from the Complaints tab within the Treatment Note.
This allows the provider to document a new complaint directly during the visit.
Can a provider decide which complaints appear in the final Treatment Note?
Yes. Each complaint can be included or excluded from the final note.
For example, a patient may have several active complaints, but the provider may only want to include the complaints addressed during that particular visit.
Can providers identify a patient's primary complaint?
Yes. A complaint can be marked as Primary from the Complaints tab.
Can a complaint be marked as resolved?
Yes. Select Close on the complaint and choose the appropriate resolved date.
The complaint will no longer appear on future visits but remains part of previous notes where it was documented.
Does Advanced Complaint Tracking work with all Treatment Note templates?
Yes. A specific Treatment Note template is not required.
The Complaints tab is available alongside the Treatment Note template, allowing Advanced Complaints to work with your existing note templates.
Can patients add comments or describe the complaint in their own words?
Yes. Patients are given a description field where they can explain what they are experiencing in their own words.
Providers can then edit that description if additional clinical clarification is needed.
Can patients identify radiating pain?
Radiating locations are added by the provider rather than the patient.
This was intentionally designed to reduce confusion between a separate complaint and pain radiating from an existing complaint. The provider can edit the complaint, select Radiates To, and identify one or more additional locations on the body map.
Can we change the body regions available to patients?
Yes.
Practices can add or remove body regions and map those regions to the body image. Multiple areas of the image can also map to the same region.
For example, selecting the right ankle from either the front or back of the body image can map to the same Right Ankle region.
Can we use our own body image?
Yes. You can upload a custom image and create your own mapped regions.
Keep in mind that replacing the current image clears the existing image and mappings, so the new image will need to be mapped.
Can we customize qualities, aggravating factors, relieving factors, ADLs, and other options?
Yes. Items within these sections can be added, removed, and reordered.
The order you configure for the items is the order patients will see during the complaint experience.
Can we change the order of the complaint sections?
Not currently.
For example, you cannot move Relieving Factors ahead of Qualities. You can, however, change the order of the individual choices within each section.
Can we hide sections or make certain questions optional?
Not yet.
At the time of the webinar, all complaint sections are displayed and required.
A future enhancement is planned to allow practices to hide sections and determine whether individual sections are required or optional. This will give practices more control over how much information patients are asked to provide.
What if our patients find the Advanced Complaint Tracking process too detailed?
Additional customization is planned to help practices simplify the experience.
Once the ability to hide sections and make sections optional is available, practices will be able to decide how much of the complaint information they want patients to complete versus how much the provider will document during the visit.
Can Advanced Complaint Tracking be added to online forms today?
No. Advanced Complaints and Forms are separate components.
Can patients use Advanced Complaint Tracking through the ChiroSpring app?
Yes. Patients can use Advanced Complaint Tracking in the ChiroSpring app, with an experience similar to completing complaints through Kiosk check-in.
Can Advanced Complaint Tracking be used on an iPad or other kiosk hardware?
Yes. The Kiosk experience runs through a web browser, so practices are not limited to one specific type of hardware.
Practices may use devices such as tablets, iPads, touchscreen monitors, or dedicated kiosk stations. Chrome is recommended for the best browser experience.