Feedback and Complaints
We see feedback and complaints not as burdens to manage but opportunities to grow, to learn, to better your service. The MOA Feedback and Complaints Module enables you to capture, respond and act – all in one digital environment.
What the Feedback and Complaints module does
Always on, always accessible
Service users, families, staff – anyone can submit feedback securely via web link or QR code, with an option for anonymous input.
Structured workflows, tailored to you
Configure custom categories, approval paths, escalation rules and notification flows.
Full oversight and transparency
Monitor progress with dashboards, track response times, view version histories and ensure accountability.
Seamless linkage to your improvement plans
Connect feedback directly to your continuous quality improvement and performance modules to close the loop.
Controlled access, confidential handling
Assign roles so only authorised users manage sensitive feedback, protecting privacy and integrity.
Smart response support
(Optional) Aid your team with AI-suggested response drafts to help maintain tone, clarity and empathy.
How it works – real workflows, real benefit
Feedback submission
Anyone with a stake in care – service users, family members, staff – can quickly send feedback via QR code, web link or embedded portal form. They decide whether to remain anonymous or share their identity.
Routing and action
As soon as feedback is submitted, the system directs it through your configured workflows – alerts to teams, escalation rules, reminders and deadlines to ensure nothing goes unresolved.
Tracking and oversight
Use live dashboards and reports to spot trends, see response performance and identify areas needing attention. Filter by type, site, status or timeline.
Integrating with improvement plans
Issues flagged via feedback can feed automatically into your continuous improvement tools. Assign actions, set accountability, monitor progress and measure outcomes.
Closure and follow-up
Mark feedback as resolved, log responses, archive for governance and compliance – and ensure you retain a complete, auditable trail.
Why providers choose this module
Reduce administrative burden
No more tracking feedback in spreadsheets or chasing paper trails.
Powerful reporting
Modern, real-time dashboards allow you to go from high-level oversights to specific lines of enquiry in seconds.
Foster transparency and trust
Everyone can see that feedback leads to action.
Ensure regulatory readiness
Maintain records, audit trails and reporting in line with inspection expectations.
Spot patterns early
Aggregated trends help you proactively address issues before they escalate.
Promote continuous improvement
Feedback becomes a source of insight, not just complaint.
See MOA in action
Book a demonstration to see how MOA Benchmarking can transform your approach to governance, oversight and continuous improvement in care.