Which of the following is an acceptable method for tracking customer complaints?

The Complaint Tracking Module (CTM) is an established system specifically designed for the purpose of tracking customer complaints. It provides structured, systematic, and efficient methods for logging, categorizing, and analyzing complaints received from customers. This allows for effective follow-up, resolution tracking, and reporting on trends over time, which is essential in a regulatory environment like that of healthcare services provided by Wellcare/Centene.

Utilizing the CTM ensures that all complaints are captured consistently, which facilitates adherence to compliance standards and helps improve customer service quality. By using a dedicated module, organizations can leverage data analytics to identify areas for improvement within their services, ultimately leading to better customer satisfaction and care outcomes.

On the other hand, personal communication logs, general feedback forms, and social media posts could offer valuable insights but do not provide the same level of systematic tracking and analysis as the CTM. Personal communication may lack the thoroughness and traceability needed for formal complaint resolution, while general feedback forms may not capture detailed complaint information reliably. Social media posts, while important for gauging public sentiment, do not serve as formal records for tracking complaints and might not align with established procedures for complaint management in the healthcare space.