Facility Helpdesk: Internal service desk for wards, IT and facilities

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Works with

HMS Core

Facility Helpdesk in the Bridge HMS Suite: Internal service desk for wards, IT and facilities

What's inside

Everything in Facility Helpdesk

43 items in 8 areas, every one shipping with the app today.

Clinical Incident Tickets
- Clinical helpdesk ticket extensionAdds clinical fields to helpdesk tickets so every incident is tracked, SLA-managed and audited in the standard helpdesk.
- 20 incident categoriesClassifies incidents across medication error, wrong patient/site, falls, infections, assaults, needlestick, confidentiality breach and complaint types.
- 5-level clinical severity scaleGrades harm from No-Harm/Near-Miss through Minor, Moderate, Severe to Sentinel Event.
- Automatic sentinel-event flaggingFlags the ticket as a sentinel event automatically whenever its clinical severity is set to Sentinel Event.
- Facility / ward / department taggingLinks each incident to the HMS facility, ward and clinical department where it occurred.
- Patient-involved linkageAssociates the affected patient record directly with the incident ticket.
Root Cause Analysis (RCA)
- RCA workspace modelDedicated mail-tracked record linking an incident ticket to a structured investigation with auto sequence (RCA-YYYY-000001).
- Five RCA methodologiesSupports Fishbone/Ishikawa, 5 Whys, FMEA, Timeline Analysis and London Protocol methods.
- RCA team assignmentNames a team lead (an employee) and multiple team members (users) for the investigation.
- System vs human factor captureSeparates system-factor and human-factor narrative fields alongside root-cause findings and recommendations.
- Contributing-factor taggingLinks findings to the reusable contributing-factor library via many2many for trend analysis.
- RCA state machineMoves investigations through Chartered, In Progress, Recommendations Made and Closed states with buttons.
CAPA (Corrective & Preventive Actions)
- CAPA action trackingRecords corrective and preventive actions against an RCA with description, responsible person and due date.
- Corrective vs preventive typingDistinguishes corrective from preventive actions and splits them into separate lists on the RCA.
- Action status lifecycleTracks Assigned, In Progress, Completed, Overdue and Canceled with completion-date stamping on completion.
- Effectiveness verificationCaptures an effectiveness assessment, check-due date and a verified flag to confirm the action actually worked.
- Evidence attachmentStores a supporting evidence document with filename on each action.
- Automatic overdue flagging cronDaily cron moves past-due open actions to Overdue status and posts a note in the chatter.
Sentinel Event Registry
- Joint-Commission sentinel-event recordRegisters sentinel events with auto sequence (SEN-YYYY-000001) and mail tracking, linked to the source ticket.
- 14 sentinel event categoriesCovers wrong-site/patient/procedure surgery, retained objects, maternal/perinatal death, suicide, elopement, transfusion reactions and more.
- Patient outcome gradingRecords the outcome as death, severe temporary harm or severe permanent harm.
- 24-hour regulator reporting timerAuto-computes the MoH report due date 24 hours after the event when reportable.
- Late-report detectionFlags whether the regulator report was (or is) submitted after the 24h deadline.
- Family disclosure trackingCaptures whether, when and by which staff member the event was disclosed to the family.
Patient Complaints
- Structured complaint intakeRecords patient complaints with auto sequence (CMP-YYYY-000001), summary and requested resolution.
- Intake channel captureLogs how the complaint arrived: in-person, phone, email, website, social media, letter or suggestion box.
- Complainant and patient linkageRecords the complainant contact, whether the patient is the complainant, and links the patient record.
- Ten complaint categoriesClassifies complaints across clinical quality, communication, wait time, billing, facilities, food, parking, staff behavior, discharge and other.
- 30-day response SLAAuto-computes a response-due date 30 days from receipt for SLA compliance.
- Acknowledgement timestampingRecords when acknowledgement was sent to the complainant and posts a chatter note.
Patient Compliments / Feedback
- Compliment recordingCaptures positive patient feedback with auto sequence (FBK-YYYY-000001) and intake channel.
- Staff recognition linkageIdentifies the staff member being complimented and the patient/family partner giving feedback.
- Share-with-staff actionMarks feedback as shared and posts a chatter note naming the complimented staff member.
- Recognition action trackingRecords recognition given: verbal acknowledgement, recognition letter or award nomination.
- Compliment state workflowMoves feedback through Received, Acknowledged and Recognized states.
SLA & Escalation Rules
- Configurable SLA rulesDefines per-category and per-minimum-severity rules with sequence-based priority and active toggle.
- Response and resolution targetsSets hours-to-first-response and hours-to-resolution targets per rule.
- Escalation thresholds and recipientsSpecifies an escalate-after-hours threshold, an escalation user and additional notify emails.
- Hourly SLA-breach scanning cronScans open clinical tickets against rules hourly, posts a breach note and schedules a to-do activity for the escalation owner.
- Severity-ranked matchingMatches tickets when their severity meets or exceeds the rule's minimum via a severity rank map.
Contributing Factor Library
- Reusable contributing-factor catalogMaintains a master list of contributing factors with unique code, sequence and translatable name/description.
- Six factor categoriesClassifies factors as human, system, environmental, communication, technology or policy/procedure.
- Seeded factor dataShips a pre-loaded contributing-factor catalog for immediate use in RCAs.

Works with

What Facility Helpdesk works with

Facility Helpdesk shares one database with the rest of the Bridge HMS Suite and BridgeERP: these are the apps it already talks to, with nothing to buy in between.