Digital Complaint & Feedback Management for Gleneagles JPMC
How TekyDoct centralised patient complaint & feedback handling for Gleneagles JPMC on Zoho Forms + Desk — multi-channel intake, automated ticketing, SLA-driven escalation.
- Client
- Gleneagles JPMC
- Industry
- Healthcare
- Location
- Brunei
- Solutions Implemented
- Zoho Desk & Zoho Forms
- Implementation Partner
- TekyDoct · Authorized Zoho Partner
// 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.
// The work
Challenge, approach, result.
Patient Service Priorities
As patient volumes increased, the hospital aimed to modernise complaint and feedback handling:
- 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 — QR codes across hospital departments, hospital website, email submissions and manual entry by the Customer Relations team. All forms captured standardized patient and complaint details.
- 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.
- Priority-Based SLA Management — complaints categorised by priority (Low, Medium, High) with predefined SLA timelines. High-priority cases received immediate attention; SLA timers and due dates calculated automatically; escalations triggered if timelines exceeded.
- Structured Escalation Framework — automated escalation rules for manager notifications on SLA breaches, leadership visibility for high-priority cases, and internal collaboration through centralized ticket communication.
- Patient Acknowledgment — patients received automated acknowledgment emails, improving transparency and reassurance.
- Clear Separation of Complaints & Feedback — complaints followed SLA-driven workflows; positive feedback routed separately for documentation and recognition. Enabled clean service performance analytics.
Impact on Patient Experience
By implementing Zoho Forms and Zoho Desk, TekyDoct enabled Gleneagles JPMC to transition from manual complaint handling to a fully digital, automated, patient-service management system.
- 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.
- Strengthened operational efficiency and improved service quality.
// Key functional modules delivered
One platform, every workflow.
Every event operation — onboarding, networking, sessions, exhibitors and analytics — unified in one Zoho Backstage build. Hover any module to see what it covers.
Intake
Multi-Channel Digital Intake
Custom digital forms capture complaints and feedback across QR codes placed in hospital departments, the hospital website, email submissions and manual entry by the Customer Relations team. Every form captures standardized patient + complaint details for structured data collection from the start.
Zoho Desk
Automated Ticket Creation & Assignment
Every form submission automatically generates a ticket in Zoho Desk. Tickets are intelligently assigned based on patient category — immediate ownership without manual intervention, significantly reducing response delays.
SLA
Priority-Based SLA Management
Complaints categorised by priority (Low, Medium, High) with predefined SLA timelines. High-priority cases receive immediate attention · SLA timers and due dates calculated automatically · escalations triggered if resolution timelines are exceeded.
Escalation
Structured Escalation Framework
Automated escalation rules ensure manager notifications for SLA breaches, leadership visibility for high-priority or sensitive cases, and internal collaboration through centralized ticket communication.
Communication
Patient Acknowledgment & Transparency
Patients receive automated acknowledgment emails throughout the resolution process — improving transparency and reassurance across every stage of the complaint lifecycle.
Analytics
Complaints vs Feedback Routing
The system intelligently distinguishes between complaints and positive feedback. Complaints follow SLA-driven workflows and escalation paths; positive feedback is routed separately for documentation and recognition — enabling accurate reporting and clean service performance analytics.
// Technology stack
Have an event or project like this?
From Zoho implementations to custom apps and infrastructure — our team in Brunei takes you from scoping to go-live.
