Incident & Complaint Automation
When an incident or complaint is logged, INTENTIQ does the governance work automatically — creating clinical notes, updating your risk register, flagging Duty of Candour and CQC-notifiable cases, and tracking every corrective action. Nothing falls through the cracks.
Governance that runs itself
Most systems just store an incident or complaint. INTENTIQ acts on it — screening for risk at intake, escalating what matters, notifying the right people, and mapping each case to the relevant CQC regulation. Two automated pathways, one Governance Alert Board.
Incident Automation & Flagging
Trigger: A clinical or operational incident is logged in the system.
Auto-creates a Clinical Note
If a patient was affected, a clinical note is added to their record — incident date, type, objective facts, clinical impact, care provided, monitoring/follow-up and Duty of Candour status. The incident report links back to the note.
Auto-updates the Risk Register
When harm reaches moderate, severe or death level, a clinical safety risk entry is created at the correct level (medium / high / critical), with the identified date, immediate actions as current controls and a 30-day review date.
Auto-notifies admins & managers
In-app notifications and branded email when the incident triggers Duty of Candour or a CQC statutory notification — including type, date, severity and a direct link to the incident.
Surfaces on the Governance Alert Board
Incidents that trigger Duty of Candour or are CQC-notifiable are flagged on the dashboard with their status (case opened / action required / pending notification), mapped to the relevant regulation (Reg 18, Reg 20).
Learning loop tracking
Corrective actions from incidents are tracked automatically (completed / pending / overdue) and surfaced — so nothing falls through the cracks.
Complaint Automation & Flagging
Trigger: A business complaint is logged (from client, staff, parent, advocate or external body).
Mandatory escalation screening
The form itself forces screening at intake for safeguarding concerns, incident criteria, risk register criteria, data protection involvement and CQC notifiability — so nothing is missed at registration.
Immediate risk flagging
If ongoing risk is detected, a red escalation banner appears and the complaint is flagged for immediate Clinical Lead escalation.
Auto-flags on the Governance Alert Board
CQC-notifiable complaints (yes / under review) → Reg 18. Critical complaints (Grade 3 or 4) → flagged separately. Duty of Candour threshold cases (incident criteria + serious harm) → Reg 20, checking whether a DoC case is open.
RAG response-time guidance
Built into the status pathway so handling timeframes are enforced by design — Green ≤10 days, Amber ≤5 days, Red ≤24h, Black same-day.
24-hour acknowledgement tracking
Once acknowledgement is marked as sent, the system tracks the 24-hour deadline to complete and send the actual acknowledgement.
CAPA capture at closure
Corrective & Preventive Actions — lessons learned, policy/SOP updates and training requirements — are captured at closure, feeding back into the governance loop.
One Governance Alert Board
Both pathways feed a single dashboard that surfaces every critical routing item across incidents, complaints and Duty of Candour cases — mapped to CQC regulations — so leadership always knows what needs action and what’s been missed.
Run the clinic. See the risk. Evidence the quality.
0333 043 2226 · info@intentiq.co.uk · intentiq.co.uk