1. Log into Ideagen Healthcare Guardian Home
2. Access the Feedback module by clicking on the ‘Feedback’ icon on the home page
3. This will bring you to a page that has brought together all the feedback elements of interest to you, the user
4. These pages can be tailored to show you everything related to feedback or to show you information relevant to you only
5. At the top of the page, there is a count of the different types of feedback that have been received
6. The table below these counts shows you all the information relevant to the complaints
7. The feedback ID is at the very left-hand side of the table
8. The next column shows the feedback that has been provided
9. Along the table, there is the ‘Owner’ column to denote who has taken responsibility for that specific piece of feedback
10. You can customise who the complaints are filtered to within the workflow, for example, if a complaint has a certain question answered, it will go to a certain member of your team 
11. Along the table, you have the date the feedback was submitted
12. You also have the date that a response is due by
13. Next, you have the stage of the workflow where this feedback is currently in
14. On the right-hand side of the table, you can open the feedback, view the initial response letter or view the investigation response letter

The Awaiting Assignment Stage

1. At this table, you will see an option to open the feedback. Click on this button to do so
2. The feedback will open a page with all the questions that were on the original collection form
3. At the top of the form, you will see the stage of the workflow that this piece of feedback is in
4. During implementation, you can decide whether or not there are certain questions you would like to remain editable or ones that you would prefer to stay locked
5. You also have the option here, to put in additional information, such as NHS numbers, for more background information about your patients
6. You may notice that new areas of the form have now appeared
7. Similar to conditional questions that appear based on previous answers, you can also have conditional questions that appear based on the workflow stage
8. Now the feedback is no longer new, we can open up sections of the form about the investigation, action management, attachments and the responses needed
9. You may need to assign an investigator at this stage. To do this, click on the Person icon. 
10. This button is linked to the employee list within the Ideagen Healthcare Guardian platform so you’re able to select the specific person you need to investigate this feedback
11. By selecting an investigator, you trigger an email notification to be sent to the new investigator so they are aware of this new task
12. To add an action:
    1. Within the form, there is a section for actions 
    2. Click on the ‘add action’ icon 
    3. This will open up the action window in a pop-up
    4. Fill in the details of the action, including the name, owner and start date
    5. Click create
    6. This action will now appear linked to this feedback and within the Ideagen Healthcare Guardian system in any actions list relating to the owner
13. You will also be able to add an initial response to this section
14. Underneath this section, there is a section that appears to be locked titled ‘Administration’
15. This section keeps a record of the date ranges of things that have happened within the workflow of each piece of feedback
16. As you go through more stages of the workflow, more areas will appear within this section
17. To move the feedback through to the next stage, click the button at the bottom of the page

To create an initial response letter

1. The title at the top of the page has now been updated to say ‘initial response’
2. At the top of this page, there are two options to view the initial response and the investigation response
3. Opening this will bring up a pre-designed PDF page template that will auto-populate with the details of the feedback and the workflow stage
4. From this, you can go to the top right-hand corner of the page and select ‘print to PDF’ 
5. You can either print this out to send as a letter or attach it to an email as a PDF file
6. By clicking ‘back’, you return to the form

Findings and Recommendations

1. At the Review stage of the workflow, you will be able to add findings and recommendations to the feedback
2. These are free text areas that you can type in your response to
3. This area is completely customisable and controlled by you
4. You will be able to have whatever conditional questions and fields you want built in to each stage of the workflow

Moving the feedback along the workflow

1. At the bottom of this page, there are several options regarding the workflow stage
2. You can either save the feedback in its current stage or move it along as quickly as you need, depending on the complexity of the investigation process

Once the investigation is complete

1. There is a section on the form dedicated to the investigation’s official response
2. Once this response has been added, it will log the data related to it, such as the date it happened and the person who sent it
3. Like before, you can view the PDF letter template, which has now been populated with all the information you need
4. From here, you can either maintain the feedback in its current stage or close it. Selecting ‘close’ will complete the workflow

To manage or change the workflow

1. On the menu bar towards the right-hand side, the second icon from the left lets you access the Administrator application
2. Within Question Manager, you have the option to pull up the Feedback form by clicking in the search bar at the top right-hand side and selecting ‘Feedback’
3. This will bring up all the questions in the Feedback form
4. From here, you can add additional questions, decide which questions are required and create conditional questions that will appear based on previous answers
5. When you enter the Workflow area, shown on the menu at the top, this will bring up the stages of the workflow in a visual flow chart
6. From here, you can add additional stages, remove stages or change the order of the stages