Whenever a resident submits negative feedback through a survey, a resolution is automatically created and added to this section for follow-up. TSOLife comes fully equipped with a process for handling and managing issues that may arise so that your community and residents can thrive.
To access Resolutions, hover over the Feedback Menu and select Resolutions (Feedback > Resolutions).
Open Resolutions
The Open resolutions tab displays all current system-generated resolutions that are in progress within the specified date range. It allows users to track the status, assigned personnel, and details of each investigation to ensure timely and effective resolutions. This tab is also the default selection when you arrive on this page.
Closed Resolutions
To view resolved resolutions, hit the Closed tab. This area will provide you with a history and details of the steps that were taken to resolve the issue.
Note: This area can be filtered in the same way that the open resolutions can be filtered.
Filters
There are a number of filters you can use to browse through resolutions.
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Date Range
- Custom range, last 30 days, last 90 days, last quarter, year to date, all time.
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Submitters
- Residents, Family, Residents + Family, Staff
- Associated Residents
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Primary Filters
- Care Type
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Secondary Filters
- Status: Not Started, In Progress, Ready to Close, Closed, Force Closed
- Priority: Low, Medium, High
- Survey: Move-Out, 30 Day, Move-In, Quarterly, Annual, General Feedback, Exit, Onboarding Staff, Quarterly Staff
- Department
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Additional Filters
- Expiring Soon
- Overdue
- Assigned to Me
Clicking the Generate Reports button will download a CSV file of the open and closed resolutions within the selected time frame.
Taking Action on Resolutions - Assigner
Open resolutions will include different actions to take depending on where they are in the process. Actions that will appear in the Open tab include:
- Acknowledge & Start: The first step in the process where an administrator has acknowledged the feedback.
- Assign Actions to Staff: This is where the ball gets rolling on figuring out a solution to the feedback and assigning it to a staff member.
- Take Action: Add additional action steps if necessary.
- Close Resolution: The final step to move the resolution into the Closed listing.
To begin the process on a new piece of feedback, click the Acknowledge & Start button within a specific resolution, as detailed below:
You will arrive onto the Resolution Details page:
This page contains a wealth of information:
- Feedback Details: Survey rating from the recipient.
- Desired Resolution or Comments: Written feedback provided by the recipient.
- Resolution Status: Where the resolution is in the process.
- Resolution Timeline & History: Details of action that was taken for the resolution.
To get this resolution started, click the Acknowledge & Start Resolution button. This will initiate a few changes with the Resolution Details page:
You'll notice in the Resolution Timeline & History section that a new rung has been added after acknowledging the resolution. As you continue throughout the resolution process, additional rungs will be added that provide a detailed look of the action being taken from commencement to completion.
You'll also notice the appearance of two suggestion options in the Resolution Status section:
- Smart Recommendations: These are system-generated suggestions in scenarios when a recipient fills out a survey, but does not provide any specific feedback.
- Custom Action: A tailored recommendation that is your creation in scenarios when the recipient provides custom feedback for a survey.
Clicking the Assign to Staff button will present a pop-up menu of actions to take for this scenario:
In the above screenshot, an action to address the issue has been created and assigned to a member of the staff, with a completion deadline also established. Click the Assign Action to Staff button to get the action started. A new rung in the Resolution Timeline & History will appear as Action Assigned:
Now that the action has been deployed, the staff member will receive a notice of what to do to resolve the issue. You can always reassign or edit the action by clicking the Reassign/Edit Action button.
When the action has been deployed, you can then click the Mark as Complete button. This will open a step-by-step pop-up to record information about the interaction (click to enlarge):
- Contact Details: In this section, information is recorded about who was contacted (resident or family), how they were contacted (phone, email, text, in person), when they were contacted, and feedback about the interaction.
- Notes & Photos: Additional notes about the interaction and any files that are worthwhile regarding the action.
- Verification & Close: Verify that the action has been taken and indicate whether or not the resolution was accepted by the resident/family. Click Mark Complete when done.
When action has been taken and the resolution has been accepted, you will find a Ready to Close icon and Close Resolution button on the Resolution Details page:
Closing the resolution will move it into the Closed tab, where you can review feedback that was provided about the resolution and a history of the resolution by clicking the View History button.
Jump to another article to learn more about feedback:
Survey and Feedback Platform Overview
Feedback Dashboard Overview
List of Surveys in the Feedback Platform
Downloading Resolutions