E-Crf (Page 2) - PDF Templates

E-COMPLAINT REPORTING FORM

(PAGE 2)

Investigation Details:

•	The patient submitted the request on 03/02/2025 via Jotform, and it was forwarded to Prof. Ruslan's clinic on the same day.
•	The report was completed on 26/02/2025, taking a total of 17 working days to complete, excluding public holidays (11/02 – Thaipusam) , Saturdays, and Sundays.
•	A reminder was sent to Prof. CA (Erma) on 17/02/2025 and 24/02/2025. A reminder was sent to Prof. Ruslan on 20/02/2025 and 24/02/2025.
•	On 25/02/2025, Ravin, followed by Hafiz, met with Prof. Ruslan to inform him that the patient intended to file a complaint because the report was still incomplete and the submission deadline to the insurance company was approaching.

Root Cause:

•	Prof Ruslan was busy with his clinic & surgery schedule despite numerous reminders were given
via verbal and written.

Corrective Action:

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Follow-up / Prevention Action

•	Prof. Ruslan has many medical report requests, most of which have been delayed due to his busy schedule.
We can either issue a reminder memo to doctors who have delayed completing medical records for more than three weeks or doctors to allow the Medical Officer (MO) to complete simple medical report requests.
•	MRD texted Prof. Ruslan about allowing the MO to assist, with the payment going to the MO. He mentioned that
he is okay with it but requested that the documents be passed to him first. If he is unable to complete them,
he will then pass them to the MO. (Conversation via MRD web WhatsApp on 26/02/25).

HOD / Manager of In

vestigation Departm

ent