- Through this website, I am trying to help the hospitals' customers i.e. the patients and other concerned personnel by providing them with a complaint registration system.
- Usually, the complaints are noted as hard copies which usually do not reach the concerned authorities or departments in time or get misplaced.
- This further leads to loss of time, money and most importantly customers i.e patients.
- Through this website, anyone can lodge a complaint directed to the HR department, bio medical department, the general hospital support, accounts department, hygiene department, catering, etc. which will directly reach the concerned authorities so that they can be solved in time.
I evaluated the following software :
- osTicket- the overall layout was dull, also the basic functionality was a bit complex, configuration as an admin was also little complex and demanded more effort.
- trellis desk- it is very simple and lacks some basic functionalities, also, the overall layout was confusing.
- exophpdesk- it did not solve the purpose of my business solution and was mainly concerned with the live chat.
- HESK
Finally for developing my website, I chose HESK
- I chose this particular software because it is user friendly and has a good layout.
- Being an admin, it was simpler to configure specially when I compared it to osTicket which is similar to HESK in many functionalities.
- When evaluated as a user, it seemed more professional as compared to other softwares that I checked before installing it. Some of its features are as follows :
For Administration:
- unlimited accounts
- ticket search ability
- time worked on a ticket
- email notifications
- translation into any language
For Customers:
- Attach necessary files
- SPAM prevention
- View staff replies and rate them accordingly
- email notifications are sent when staff replies.
I have done the following customozations in this website:
- I have created seven different users to manage the customer support system - Human Resource department, Bio Medical Department, General Admin, Accounts Department, Hygiene Department , maintenance department and support department.
- Also, I have split the system into seven categories that are Support team, HR, bio medical, accounts, support, hygiene, maintenance and accounts which cover almost all the aspects in which the complaints can be registered in a hospital.
- The customer can lodge a complaint directed to any of these departments and the concerned personnel responsible for solving the same will be informed through a mail.
- Also, being an admin, I can change the status of the ticket, move ticket to the respective department if it is not assigned to the same before hand by the customer and change the priority based on the availability of the respective staff.
Link to the website is :
