Give and Manage Feedback – Centro ASSIST Support Portal

This help article is split into six sections. Click the links below to navigate to the relevant section:

Applicable to	Centro QMS/QMS Starter, Centro KMS
NOT applicable to	Centro ESSENTIALS

Feedback management features within the Centro web app allow employees to give feedback and allows managers the to review, track and close feedback using a feedback register.

IMPORTANT

Although any user can give feedback, only users that are allocated Incident and Improvement Manager OR Administrator/Model Administrator permissions can edit/delete pieces of feedback and view the feedback register. Permissions can be changed by going to People > Users. For more information, please see Manage Users.

The steps built into feedback reporting and management are as follows:

Employees will give feedback using a standard feedback report form.
Once submitted, the form will be saved in the feedback register and managers will receive a notification email.
Manage can then open the feedback within the feedback register and review or update the details provided by the employee.
Managers then update the appropriate fields in the Actions section of the form to track the progress of the feedback and close it.
If required, feedback register data is exported to Microsoft Excel for further analysis and reporting.

Each step is described in more detail below.

For the purposes of this article:

‘Employees’ are users with ‘Process Viewer’ permission.
‘Managers’ are users with ‘Incident and Improvement Manager’ permission.

1. Give feedback (employee)

To give feedback, employees must complete the steps below:

1. Access Home > Report & Improve.

2. Click Give Feedback.

3. Complete the feedback report form. Fields marked with a red arrow are required. All other fields are optional.

Field	Description
Summary of the Feedback	A brief summary of the feedback.
Category	The type of feedback. See a summary of categories below: Administration Billing and Pricing Employee conduct Physical premise Privacy and confidentiality Provider communication Provider decision making Service delivery Other
Applies to Business Unit	The part of the business that is affected by the feedback (e.g. Sydney office).
Feedback (in detail)	Further details about the feedback.
Person giving Feedback	Name of the person giving the feedback.
Phone number	The phone number of the person giving the feedback.
Email address	The email address of the person giving the feedback.
When feedback received	The date on which feedback was received.
Helpful material	Any photos, evidence or supporting materials that will help to provide further detail about the feedback.

4. Click Save.

2. Notification email

When an employee gives feedback, assigned users (usually the managers) will receive a notification.

For assistance with setting up email notifications please see Set Up and Configuration.

3. Review feedback (manager)

Upon receipt of the notification, managers can then open the feedback within the feedback register and review or update the details provided by the employee. The steps to do this are described below:

1. Access Home > Report & Improve.

2. Click Open.

3. Double click the feedback you want to review and update.

4. Click Edit and make all required changes to the Details section.

4. Update feedback progress (manager)

Once the initial details of the feedback have been reviewed and updated, the manager can complete the Actions section in the feedback report form.

Some of the fields in the Actions section appear as columns of data within the feedback register, which allows the manager to track and close feedback.

Filter	Description
Status	The progress status of the feedback.
Position responsible	Position response for managing the feedback
Comments	Any additional comments, details and explanations.
Related to	Relevant incidents, complaints and other feedback.
Improvements	Improvements that relate to the feedback or that are designed to address the incident.
Relevant policy/Regulation	Policy or regulation related to the feedback.
Related to	Complaints, feedback and incidents related to the feedback.
Improvements	Improvements related to the feedback.

5. View and use feedback register

The feedback register is an important tool for managers to track and close feedback. Selected feedback can be exported to Excel for further analysis and reporting as described below.

View feedback register

1. Use the filtering options on the ribbon above to view and search feedback.

Filter	Description
Feedback	Feedback title.
Category	Feedback category.
Business Unit	Business Unit affected by the feedback.
Date received	The date feedback was given.
Status	Management status of the feedback.

In addition, you can use the options above the search ribbon to view current and archived feedback.

Current view shows the pieces of feedback that are currently being managed.
Archive view shows feedback that has a status of Completed or Cancelled.
All shows both current and archived items.

Download feedback register

All information relating to activities recorded in the feedback register can be downloaded as a spreadsheet for reporting purposes.

Pieces of feedback can be downloaded individually or in bulk as either the complete register or in a group e.g. by category or business unit.

1. Access Home > Report & Improve.

2. Click Open.

3. If required, filter and select the content you want to download.

Tip

To download multiple (but not all) items, hold down Ctrl, click once on each relevant item and click Download.

For example, if you want to download pieces of feedback from a specific category, write the name of the category in the Category search bar, hold down Ctrl and select the relevant feedback.

4. Click Download.