Log incidents, complaints and feedback from anywhere, investigate them with clinical oversight, meet every deadline, and show the CQC how your service learns.
Trusted by clinical teams
Features
Staff log incidents and concerns through the Staff Portal, anonymously if they prefer, and patients and partners can raise complaints or feedback through your Trust Centre, so everything lands in one place, whatever its route.
Assess severity, assign a clinical owner, and record the investigation, root cause and actions, so every incident is handled to the standard your service is held to.
Acknowledgement and response dates for every complaint are tracked automatically, with reminders before they fall due, and correspondence and outcome letters are kept with the record.
When an incident is also a complaint, link the two and run one shared investigation, so the same event is never worked twice and both records show the outcome.
Record whether an incident needs a CQC notification, and track duty of candour steps for notifiable safety incidents, with each decision and its reasoning kept for review.
See which issues keep coming up across incidents, complaints and feedback, and link them to an action plan, so the cause is fixed, not just the case.
Benefits
Your incidents, complaints, investigations and lessons learned stay linked and up to date, so a CQC inspection is a review of what’s already in Assuric, not a last-minute scramble.
Notifications and emails tell you what’s due, what’s overdue and what’s waiting on someone else, so no complaint response, notification or duty of candour step quietly slips.
Investigations, linked records and action plans turn each incident and complaint into a lesson, so the same issue doesn’t happen twice and care keeps improving.
Reports from every route, linked records and tracked deadlines take care of the repetitive work, so keeping your log current takes minutes, not a quarterly clean-up.
Show a mature, well-managed approach to incidents and complaints when the CQC, commissioners or partners ask how your service learns from what goes wrong.
“We couldn't speak highly enough of both the Assuric team and the platform itself, which is incredibly easy to use, and with the skill and hardworking nature of the Assuric team. They've been a key component in accelerating our progress and deployments!”
Maks Kozarzewski
COO, VitVio
“The Assuric platform is a game changer in the clinical risk management field. It has been carefully designed to make the job of a CSO significantly more streamlined. The team are excellent and responsive to any product suggestions I have requested, and it has been a pleasure to work with them.”
Paul Llewellyn
CCIO, Accenture
“Assuric has been fantastic in helping us quickly and safely navigate regulatory compliance in the UK. From completing Cybersecurity requirements to DSPT, DCB0129, and DTAC, the team was supportive, extremely knowledgeable, and the platform made everything quick and straightforward. A separate regulatory company we consulted at the beginning even remarked on how quickly we achieved compliance!”
Katie Baker
Director UK & Ireland, Tandem
Registered providers must have effective systems to receive, record, investigate and respond to complaints, and must assess, monitor and act on risks to people’s safety, including learning from incidents. Inspectors will usually look at your incident and complaints logs, how you responded and what changed as a result. See CQC compliance.
Registered providers must notify the CQC about certain events, including the death of a person using the service, serious injuries, abuse or allegations of abuse, and incidents reported to or investigated by the police. Some providers, such as NHS trusts, report certain incidents through other routes. Assuric records each notification decision, so you can show what was reported and why.
When a notifiable safety incident happens, providers must be open with the person affected: telling them what happened, apologising, and following up in writing. Assuric tracks each duty of candour step against the incident, so you can evidence it was met.
NHS bodies and providers of NHS-funded care must acknowledge a complaint within three working days under the NHS complaints regulations, then agree how and when they will respond. Other providers should follow their own complaints policy. Assuric tracks whichever deadlines you set.
An incident is an event that affected, or could have affected, someone’s safety. A complaint is an expression of dissatisfaction that needs a response. Feedback is any comment, positive or negative, that you can learn from. One event can be more than one of these, and Assuric links them so you run one investigation.
Yes. Staff can report incidents and concerns anonymously, and whistleblowing has its own route, separate from patient complaints, with the reporter’s identity visible only to the person handling it. That gives staff a safe way to speak up, which the CQC looks for under a well-led service.
NHS organisations must record patient safety events on NHS England’s Learn from Patient Safety Events (LFPSE) service, and other providers of NHS-funded care are strongly encouraged to. Assuric keeps your full incident record and investigation, so the information is ready when you submit, and direct LFPSE integration is on our roadmap.
See how Assuric tracks every incident, complaint and deadline in one place, ready for your next inspection.
