Bridge HMS Suite · health
Facility Helpdesk
$0.15 per user/moInternal service desk for wards, IT and facilities.
Works with
HMS Core
HMS Core
01
Clinical Incident Tickets
Extends helpdesk.ticket with clinical fields 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 flaggingComputes hms_is_sentinel_event automatically whenever a ticket's 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 hms.patient record directly with the incident ticket.
02
Root Cause Analysis (RCA)
Dedicated 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 (hr.employee) and multiple team members (res.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.
03
CAPA (Corrective & Preventive Actions)
Records 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.
04
Sentinel Event Registry
Registers 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.
05
Patient Complaints
Records 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 partner, whether the patient is the complainant, and links the hms.patient.
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.
06
Patient Compliments / Feedback
Captures 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.
07
SLA & Escalation Rules
Defines 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.
08
Contributing Factor Library
Maintains 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.
Integrated apps
Facility Helpdesk shares one database with the rest of BridgeERP — these are the apps it already talks to, with nothing to buy in between.
Builds on
Facility Helpdesk needs these to run — they come with it in the same plan.
And the wider platform
Any BridgeERP app can join the same database.
AccountingFull double-entry accounting, bank reconciliation, assets, budgets and statutory reports.
ExpensesEmployee expense claims with receipt capture and reimbursement.
InvoicingCustomer invoices, vendor bills, payments and tax handling.
SignSend documents for legally binding electronic signature.
SubscriptionsRecurring contracts, automatic renewals and MRR reporting.
EmployeesEmployee records, contracts, attendance, skills, appraisals and referrals.More Bridge HMS Suite apps
HMS CorePatient master index, facility setup, clinicians, encounters and role security.
ReceptionRegistration, queueing, triage desk and visit slips.
AppointmentsClinician diaries, online booking and reminders.
Consultation / OPDOutpatient consultation, SOAP notes, orders, prescriptions and visit summaries.
Electronic Health RecordLongitudinal record, problem lists, allergies, care plans and clinical decision support.
LaboratoryTest catalogue, sample tracking, analysers, result validation and reporting.From front desk to discharge, on one system
One patient record across reception, clinics, wards, theatre, lab, pharmacy and the cash office — with billing and insurance claims built in.