Digital Complaint & Feedback Management for Gleneagles JPMC
Client
Gleneagles JPMC
Industry
Healthcare
Location
Brunei
Solutions Implemented
Zoho Desk & Zoho Forms
Implementation Partner
TekyDoct (Authorized Zoho Partner)
Client Overview
Gleneagles JPMC is a leading healthcare institution committed to delivering high-quality patient care and service excellence. With increasing patient interactions, the hospital recognized the need to modernize its complaint and feedback handling system to enhance responsiveness, transparency, and service quality.
To support this transformation, Gleneagles JPMC partnered with TekyDoct to implement a centralized, digital Complaint & Feedback Management System using Zoho Forms and Zoho Desk.
Enhancing Patient Experience Through Digital Complaint and Feedback Management
Patient Service Priorities
As patient volumes increased, the hospital aimed to
- Centralize complaint and feedback management across all intake channels
- Improve response times and ensure structured resolution workflows
- Implement priority-based feedback handling for critical cases
- Strengthen overall patient satisfaction through transparent and efficient processes
Streamlining Patient Complaints for Better Care
TekyDoct implemented a fully integrated Complaint & Feedback Management System using Zoho Forms for digital intake and Zoho Desk for workflow automation and ticket management.
Multi-Channel Digital Intake
Custom digital forms were created to capture complaints and feedback through
- QR codes placed across hospital departments
- The hospital website
- Email submissions
- Manual entry by the Customer Relations team
All forms captured standardized patient and complaint details to ensure structured data collection from the start.
Automated Ticket Creation & Assignment
- Every form submission automatically generated a ticket within Zoho Desk.
- Tickets were intelligently assigned based on patient category, ensuring immediate ownership without manual intervention.
- This significantly reduced response delays and improved accountability.
Priority-Based SLA Management
Complaints were categorized by priority (Low, Medium, High), with predefined SLA timelines configured within the system.
- High-priority cases received immediate attention
- SLA timers and due dates were calculated automatically
- Escalations were triggered if resolution timelines were exceeded
Structured Escalation Framework
Automated escalation rules ensured
- Manager notifications for SLA breaches
- Leadership visibility for high-priority or sensitive cases
- Internal collaboration through centralized ticket communication
Patients received automated acknowledgment emails, improving transparency and reassurance.
Clear Separation of Complaints & Feedback
- The system intelligently distinguished between complaints and positive feedback
- Complaints followed SLA-driven workflows and escalation paths
- Positive feedback was routed separately for documentation and recognition
This enabled accurate reporting and clean service performance analytics.
Impact on Patient Experience
The digital transformation delivered measurable improvements
Centralized and structured complaint & feedback management
Faster resolution times through automation and SLA enforcement
Enhanced patient trust through timely communication
Data-driven insights supporting continuous service improvement
Conclusion
By implementing Zoho Forms and Zoho Desk, TekyDoct enabled Gleneagles JPMC to transition from manual complaint handling to a fully digital, automated, and patient service management system. The solution strengthened operational efficiency while significantly enhancing the patient experience ensuring faster resolution, and improved service quality.
Ready to Transform Your Operations?
At TekyDoct, we partner with organizations to modernize core processes, automate workflows, and build scalable digital foundations that deliver real impact.
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- Unit 22, 1st Floor, Spg 68, Bgn Warisan PHN, Kg Delima Satu, Bandar Seri Begawan, BB4713. Brunei Darussalam.
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