GRIEVANCE & COMPLAINT MODULE GRIEVANCE...

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GRIEVANCE & COMPLAINT MODULE A. Complaint: Complaints are any kind of requests or information on service deficiencies registered by any caller through the Helpline toll free 1800-425-7788. B. Grievance: Any concern, problem or complaint of beneficiaries with regard to Aarogyasri Scheme reported to and registered by Grievance department. GRIEVANCE MODULE Part 1: Grievance Registration by Grievance Executive. Part 2: Grievance Workflow. Part 3: Grievance Send To Workflow. PART 1–: Grievance Registration by Grievance Executive In Grievance Registration process, at the first level issues will be registered by the Grievance Executive. Grievance executive needs to Login by using User ID & Password and then click on Login Button as shown in the Screen Shot-1 Screen Shot-1

Transcript of GRIEVANCE & COMPLAINT MODULE GRIEVANCE...

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GRIEVANCE & COMPLAINT MODULE

A. Complaint: Complaints are any kind of requests or information on service deficiencies registered by any caller through the Helpline toll free 1800-425-7788.

B. Grievance: Any concern, problem or complaint of beneficiaries with regard to Aarogyasri Scheme reported to and registered by Grievance department.

GRIEVANCE MODULE

Part 1: Grievance Registration by Grievance Executive.Part 2: Grievance Workflow.Part 3: Grievance Send To Workflow.

PART 1–: Grievance Registration by Grievance Executive In Grievance Registration process, at the first level issues will be registered by the Grievance Executive.

Grievance executive needs to Login by using User ID & Password and then click on Login Button as shown in the Screen Shot-1

Screen Shot-1

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The menu which has all the grievance related with faces is titled as ‘Grievance’. The following are the submenus in the Grievance Menu:

1.Grievance Registration: To Register Grievance by the Grievance Executive. There will be two kinds of Grievance Registrations.

A.General Information: When a Grievance Executive register a Grievance seeking any information about the scheme. B.Grievance: When a Grievance Executive register a Grievance against any of the entities and individuals in the scheme including the Network Hospitals.

2.Closed Grievances:To view all the Grievances ‘Closed’ by GM. All Grievances will be closed by GM of the Trust after verifying the action taken by various stakeholders in resolving the Grievance. Various search criteria’s. may be used to view the grievances.

3.Grievance View: To view all the Grievances which are registered , in progress , send , forwarded. Various search criteria’s may be used to see the Grievances. All the Grievances Registered by the all Executives will be displayed in the Grievance View.

4.Grievance work List: Displays the Grievances for which action is to be taken by the user who has logged in.

5.Grievance Send To View: All the Grievances which are send within the hierarchy of a department will be displayed for view in the Grievance Send to View . Various Search criteria’s may be used to view the grievances.

6.Grievance Send To Work List: Grievances which are sent within the hierarchy and which require action by the user logged in will be displayed under Grievance Send to Work list.

7.General Information View : When a Grievance executive receives a call seeking any information about the Scheme.

8.Resolved Grievances: To view all the Grievances which are resolved and are in progress. Various search criteria’s may be used to see the Grievances.

Login as Grievance Executive and click on Grievance tab → Worklist →Initiate cases then grievance Registration tab will be displayed as shown in the Screen shot 2.

Now, click on the Grievance Register tab . Then Grievance Entry page will be displayed to register a Grievance.

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Screen Shot-2

In the Grievance Entry page Source of Grievances from the drop down list will be displyed as shown in the Screen Shot-III .

The available source of Grievances are :

1.CM Feed Back Letters

2.CTT(Communication of Trust)

3.District Grievance

4.Government programs

5.Grievances from 104

6.Grievances from CMCO

7.News

8.Phone Calls

9.Walk In

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Screen shot-3

Select Source of grievances, for example CM Feedback letters from the drop down list as shown in the Screen Shot-3.

Screen shot-4

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Select any option from the Forwarded Through drop down list as shown in the Screen shot-4.

Select the Priority as top Priority or normal Priority , default normal priority will be selected.

Select any option from the Origin drop down list for example CMO as shown in Screen shot-5.

Screen Shot-5

After selecting the Sources of Grievances ,Forwarded Through, Priority, and Origin Patients check box will be default checked . Now the Executive grievance will fill the patient details.

Enter the White/Health card number and click on Retrieve Patient Details / Retrieve Grievance Details buttons then details of the patient / previous grievance details will be displayedif present.

Now the Executive grievance will fill the patient details as shown in the Screen Shot-6.

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Screen Shot-6

Select the Complainee Details check box to fill the details of complainee if necessary with patient details as shown in the Screen Shot -7.

Screen Shot-7

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After updating the Patient and Complainee details select the Grievance Type as Grievance Information or Grievance.

Grievance Information: When a Grievance Executive register a grievance seeking any information about the Scheme.

Grievance: When the Grievance Executive registers a grievance regarding grievance against any the entities or individuals in the Scheme staring from the Hospital to CEO

Select the Grievance type as Grievance Information then screen will be displayed as shown in the Screen shot-8

Screen Shot-8

After selecting the Information Category Templates drop down list will be automatically populated,Select any option from the Template drop down list as shown in Screen Shot-9.

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Screen Shot-9

After selecting the templates option then Information Received and Information Provided will automatically Populated as shown in the Screen Shot -10.

Screen Shot-10

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Fill the Additional Information Remarks and click on the save button, then Save, Submit,Attachments buttons will be displayed .Click on the Attachment tab and the attachment and click on the Submit button. Then Details will be saved and Grievance ID will be generated.

Now, select Grievance Type as Grievance then Hospital Details , Grievance Against, Grievance Details will be displayed. Select any option from the District drop down list as shown in the Screen Shot-11.

Screen Shot-11

After selecting the District from the drop down list select any option from the Hospital Name drop down.

Select any option from the Role drop down list under Grievance Against details as shown in Screen Shot-12.

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Screen Shot-12

After selecting the Role, Name drop list will auto populate according to the Selected Role.Select any name from the Name drop down list .

Select any option from the Nature of Grievances drop down list as shown in the Screen Shot-13.

Screen Shot-13

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After selecting Nature of Grievances , Category drop list will auto populate according to the selected Nature of Grievances.

After selecting Category , Sub category and the Surgery will auto populate accordingly.Select any option from the Sub category and Surgery drop down list.

After Selecting the Sub category and Surgery ,Templates Drop down will auto populate. Select any option from the Templates drop down list as shown In Screen Shot-14.

Screen Shot-14

After selecting the templates Grievance Description and Grievance Action will be Auto populated accordingly. Now, click on Save button Resolved, In progress , Send radio buttons will generated along with Save, Submit and Attachments Buttons as shown in the Screen Shot-XV.

Resolved:Select ‘Resolved’ radio button and click on ‘Save’ button if the Grievance is resolved by the Grievance Executive himself/herself.

In Progress:Select ‘In progress’ radio button and click on ‘Save’ button then the Grievance will be in Grievance Manager login with himself/herself.

Send:If you feel that the grievance is to be resolved by some other role then select ‘Send’ Radio button and click on the 'Save' button then the grievance will be send to that particular login whom Executive Grievance selected.

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Screen Shot-15

After selecting status as Resolved , click on the Attachment button then attachments page will be displayed as shown in Screen Shot-16.

Screen Shot-16

Now, Click on the Submit button to submit the Grievance , then Pop up message will be displayed with Grievance Id which be used as future reference as shown in Screen Shot-17.

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Screen Shot-17

After clicking “Ok” the grievance will be send to nest login in the hierarchy.

If In progress radio button is selected again save,submit and Attachment button will be displayed . Now select save or submit and click on it as shown in Screen Shot-18.

Screen Shot-18

If the Grievance is kept as In progress the grievance will be with same person only still he resolved or send the grievance.

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If select send option again three drop downs will be displayed such as Role , Place , Nameas shown in the Screen Shot-19.

Screen Shot-19

Select any role form the Role drop down list as shown in the Screen Shot-20.

Screen Shot-20

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After selecting the Role Place drop down list will be auto populated. Now, select the hospital name from the Place drop down list as shown in the Scree Shot-21.

Screen Shot-21

While selecting the Hospital name Names of the role in that hospital will auto populated, then select the name from the drop down list and click on 'ADD' button so that Role ,Name ,Place will be displayed as shown in the Screen Shot-22.

Screen Shot-22

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Add the attachment and click on the submit button, then the Grievance will be send to the person who has been selected.

Part2: Grievance Workflow.

Screen Shot:23

The flow of the Grievance Work flow will go as shown in the Screen Shot-23

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To view the Grievance status login with any user present in grievance flow , click on Grievance → Views → Grievance View and search with the Grievance id as shown in the screen shot-24

Screen Shot:24

After clicking on the search button Grievance ld link with grievance status will be displayed.

Click on the Grievance link so that the Grievance details page will be displayed where the status of the grievance will also be present as shown in the Screen Shot-25

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Screen Shot-25

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Once the Executive Grievance resolves the Grievance then it goes to Grievance manager work list.

Login as Grievance Manager and click on Grievance → Worklist → Mycases Grievance worklist tab will be displayed. Go to Search Criteria and search with Grievance id for Example 'GRTG00174/2015' and click on search button as shown in the Screen Shot-26

Screen Shot-26

After clicking on the search button Grievance Id and the details will be displayed.

Now,click on the Grievance id link as shown in the Screen Shot-27

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Screen Shot-27

After clicking on the Grievance id link Grievance Worklist page with Grievance complete details entered in the Registration page will be displayed with Resolved, In Progress and Send to Radio buttons and Save back and Attachments buttons as shown in the Screen Shot-28.

Resolved:Select ‘Resolved’ radio button and click on ‘Save’ button if the Grievance is resolved by the Grievance Manager himself/herself.

In Progress:Select ‘In progress’ radio button and click on ‘Save’ button then the Grievance will be in Grievance Manager login with himself/herself.

Send:If you feel that the grievance is to be resolved by some other role then select ‘Send’ Radio button and click on the 'Save' button then the grievance will be send to that particular login whom Grievance manager selected.

If any attachments are necessary add the attachments. Give the remarks in the Grievance Action and select Resolve radio button and click on the 'Save' button as shown the Screen Shot -XXV.

If you don’t want perform any action in this page then click on the 'Back' button the page will redirect to Grievance worklist page with Grievance Id link as shown in Screen Shot-29.

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Screen Shot-28

After clicking on Save button an pop up message “The Grievance Request Updated Successfully into the system” will be displayed with an 'OK' button as shown in the Screen Shot-29.

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Screen Shot:29

Once the Grievance Manager resolves the Grievance it goes to Deputy EO .

Login as Deputy EO and click on Grievance → Worklist → Mycases Grievance worklist tabwill be displayed. Go to Search Criteria and search with Grievance id for Example 'GRTG00174/2015' and click on search button then searched grievance will be displayed as shown in the Screen Shot-30.

Screen Shot-30

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After clicking on the Grievance id link Grievance Worklist page with Grievance complete details entered in the Registration page will be displayed with Resolved, In Progress and Send to Radio buttons and Save back and Attachments buttons as shown in the Screen Shot-31.

Screen Shot-31

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After clicking on Save button an pop up message “The Grievance Request Updated Successfully into the system” will be displayed with an 'OK' button as shown in the Screen Shot-32.

Screen Shot-32

Once the Deputy EO resolves the Grievance it goes to GM .

Login as GM and click on Grievance → Worklist → Mycases Grievance worklist tab will be displayed. Go to Search Criteria and search with Grievance id for Example 'GRTG00174/2015' and click on search button then searched grievance will be displayed as shown in the Screen Shot-33

Screen Shot-33

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After clicking on the Grievance id link Grievance Worklist page with Grievance complete details entered in the Registration page will be displayed with Resolved, In Progress ,Forward To and Send to Radio buttons and Save back and Attachments buttons as shown in the Screen Shot-34.

Screen Shot-34

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In Gm login Forward To option will also be present to forward to the GM-Operations for the clarification. Once the Grievance is forwarded to Gm -Operations then Gm can't perform any action.

Now, Login as Gm-Operations and click on Grievance → Worklist → mycases → Main Workflow Forwarded Grievances.

Click on the Main Work flow Forwarded grievances tab then Forwarded Grievances page with Grievances will be displayed as shown in Screen Shot-35.

Screen Shot-35

Click on the Grievance ID then Send to Grievances page with Grievance Details will be displayed , and only send back radio button will be present with GM forwarded remarks link as shown in the Screen Shot-36.

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Screen Shot-36

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After the Gm-Operations send back to Gm again the cases will be displayed to GM to perform action.

Login as GM and click on Grievance → worklist → mycases → Grievance worklist and search with grievance id and click in the grievance id link as shown in the screen shot-37

Scree Shot-37

After clicking on the Grievance id link Grievance Worklist page with Grievance complete details entered in the Registration page will be displayed with Resolved, In Progress and Send to Radio buttons and Save ,back and Attachments buttons as shown in the Screen Shot-38

Only once the grievance can be , once forwarded and send back the Forwarded To option will be disabled.

The forwarded details will be present in the Grievance forwarded cases link.

Now enter the remarks and click on the submit button as shown in the screen shot-3

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Screen Shot-38

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Click on the Grievance Forwarded cases link to view the remarks of GM and Gm -Operations as shown in the screen shot-39.

Screen Shot-39

After clicking on Save button an pop up message “The Grievance Request Updated Successfully into the system” will be displayed with an 'OK' button as shown in the Screen Shot -40.

Screen Shot -40

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Once the Grievance is resolved by GM the Grievance will be closed . To view the grievance login as GM click on Grievance → Views → Closed grievances .Now search with the Grievance Id and click on the Grievance id link as shown in the screen shot -41

Screen Shot -41

After clicking on the grievance id link the Closed Grievance page with the Grievance details and close button in the bottom will be displayed.

In the Closed grievance page the remarks given by the Grievance Executive, Grievance Manager , Deputy EO, GM will be displayed as shown in the screen shot -42

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Screen Shot -42

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Part3: Grievance Send To Workflow.

Screen Shot -43

The flow of the Grievance Send To Workflow goes as shown in the screen shot -43

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If any user in the Grievance work flow send the Grievance to any one in the drop down list the Grievance will be send to the particular user . For Example , Executive send to medco then the flow will be as follows.

To check the status of the Grievance login with any user in the flow click on the Grievance → view → Grievance → Grievance Send to view and search with Grievance ID and click on the Grievance ID link as shown in the screen shot – 44

Screen Shot -44

After clicking on the Grievance Id link Grievance id link then Grievance send to view page with Grievance details will be displayed as shown in the screen shot -45

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Screen Shot -45

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Once the Grievance Executive sends the grievance to medco, the grievance will be goes to medco send to worklist.

Now , login as medco and click on the Grievance → worklist → Send to worklist and search with Grievance ID and click on the grievance id link as shown in the screen shot -46.

Screen Shot -46

After clicking on the Grievance Id link the grievance Send to worklist page with the grievance details with Resolve and In progress radio buttons and Save, Back, Add Attachment buttons will be displayed as shown in the screen shot -47

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Screen Shot -47

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Once the medco resolves the grievance, then the grievance goes to Network Team Leader/Divisional Team Leader send to worklist according to the mapping to that particular Network hospital.

Now , login as NTL/DTL and click on the Grievance → worklist → Send to worklist and search with Grievance ID and click on the grievance id link as shown in the screen shot -48

Screen Shot -48

After clicking on the Grievance Id link the grievance Send to worklist page with the grievance details with Resolve and In progress radio buttons and Save, Back, Add Attachment buttons will be displayed as shown in the screen shot -49

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Screen Shot -49

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Once the NTL/DTL resolves the grievance, then the grievance goes to Area Manager Networks/District Manager send to worklist according to the mapping to that particular Network Team Leader/Divisional Team Leader.

Now , login as Area Manager Networks/District Manager and click on the Grievance → worklist → Send to worklist and search with Grievance ID and click on the grievance id link as shown in the screen shot -50.

Screen Shot -50

After clicking on the Grievance Id link the grievance Send to worklist page with the grievance details with Resolve and In progress radio buttons and Save, Back, Add Attachment buttons will be displayed as shown in the screen shot -51.

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Screen Shot -51

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Once the NTL/DTL resolves the grievance, then the grievance goes to District Coordinator send to worklist according to the mapping to that particular Area Manger network/District Manger.

Now , login as District Coordinator and click on the Grievance → worklist → Send to worklist and search with Grievance ID and click on the grievance id link as shown in the screen shot -52.

Screen Shot -52

After clicking on the Grievance Id link the grievance Send to worklist page with the grievance details with Resolve , In progress and Forward To radio buttons and Save, Back, Add Attachment buttons will be displayed as shown in the screen shot -53.

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Screen Shot -53

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Once the NTL/DTL resolves the grievance, then the grievance goes to District Coordinator send to worklist according to the mapping to that particular Area Manger network/District Manger.

Now , login as District Coordinator and click on the Grievance → worklist → Send to worklist and search with Grievance ID and click on the grievance id link as shown in the screen shot -54.

Screen Shot -54

In Send to worklist for District Coordinator there is Forward To option also for clarification.Select Forward To radio button and click on save button the Grievance will be send to District manger /Divisional Team leader/Team Leader as shown in the screen shot -55

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Once the Grievance is Forwarded To any role selected by the District Coordinator then he can not perform any action till the Grievance is send back to District Coordinator.

Now Login as District Manager and click on Grievance → worklist → Mycases → Grievance Send to workflow forwarded cases, Then the Grievance Forwarded Cases page with the forwarded cases with Generate excel button will be displayed as shown in the screen shot -56.

Screen Shot -56

Click on the Grievance Id link , then Grievance send worklist page with grievance details send back radio button and save,back and attachments buttons will be present as shown in the screen shot -57.

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Screen shot -57

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Click on Grievance Forwarded cases link to view the DC remarks.

Once the DM/DTL/TL send back the grievance, then the grievance goes to GM send to worklist again.

Now , login as DM/DTL/TL and click on the Grievance → worklist → Send to worklist and search with Grievance ID and click on the grievance id link as shown in the screen shot -58.

Screen Shot -58

Now in the District Coordinator login the only Resolve , in progress button will be there as grievance is forwarded once.

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Screen Shot-59

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Click on Grievance Forwarded cases link to view the DC and DM/DTL/TL remarks.

Once the DC resolves the grievance, then the grievance goes to DGM send to worklist according to the mapping to that particular District coordinator.

Now , login as DGM and click on the Grievance → worklist → Send to worklist and search with Grievance ID and click on the grievance id link as shown in the screen shot 60.

Screen Shot -60

After clicking on the Grievance Id link the grievance Send to worklist page with the grievance details with Resolve , In progress radio buttons and Save, Back, Add Attachment buttons will be displayed as shown in the screen shot -61.

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Screen Shot -61

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Once the DGM resolves the grievance, then the grievance goes to COO send to worklist .

Now , login as COO and click on the Grievance → worklist → Send to worklist and search with Grievance ID and click on the grievance id link as shown in the screen shot 62.

Screen Shot -62

After clicking on the Grievance Id link the grievance Send to worklist page with the grievance details with Resolve , In progress radio buttons and Save, Back, Add Attachment buttons will be displayed as shown in the screen shot -63.

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Screen Shot -63

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Once the COO resolves the grievance, then the grievance goes to CTD send to worklist .

Now , login as CTD and click on the Grievance → worklist → Send to worklist and search with Grievance ID and click on the grievance id link as shown in the screen shot 64.

Screen Shot -64

After clicking on the Grievance Id link the grievance Send to worklist page with the grievance details with Resolve , In progress radio buttons and Save, Back, Add Attachment buttons will be displayed as shown in the screen shot -65.

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Screen Shot-65

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Once the CTD resolves the grievance, then the grievance goes to GM send to worklist .

Now , login as GM and click on the Grievance → worklist → Send to worklist and search with Grievance ID and click on the grievance id link as shown in the screen shot 66.

Screen Shot -66

After clicking on the Grievance Id link the grievance Send to worklist page with the grievance details with Resolve , In progress radio buttons and Save, Back, Add Attachment buttons will be displayed as shown in the screen shot -67.

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Screen Shot -67

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Once the GM resolves the Grievance, it is the final resolution in the send to worklist and now the Grievance is pending with the person who sends the grievance.

Even after Grievance is send to any role or any login the same grievance can also be resolved by the person who sends the grievance. For Example If Executive Grievance sends the grievance to any login (medco) or any once else , the same grievance can also be resolved by Executive with out completion of send to workflow.