Incidents & complaints

Capture and analyse every signal in one place

Every report has value — when it’s handled well. Incidents and complaints that linger in spreadsheets or inboxes rarely share their lessons. Zenya brings them together in a single, clear hub: logging is quick, organising is effortless, and insight appears instantly. Scattered signals turn into actionable intelligence and concrete next steps — a springboard for focused improvement.

Request a demo Or contact us

The solution at a glance

Take incident and complaint management to the next level with the Zenya Suite

Log incidents and complaints at the desk, bedside or on the move.

One point of entry for every incident and complaint

Collect feedback from clients, patients and staff more easily

Make incidents and complaints a working part of your PDCA cycle

Automatically route each report to the right colleague for follow-up

This solution makes use of the Zenya FLOW module.

But what is the difference between a ‘solution’ and the Zenya modules? We’re happy to explain.

What can you achieve with this solution?

How the Zenya Suite supports your incident and complaint management

With one central workspace you log incidents and complaints effortlessly, spot patterns at a glance, and stay secure and compliant throughout the process. Everything is set to flow straight into follow-up actions and lasting improvements.

Enable quick reporting through the web browser, our mobile Capture app or QR codes.

Auto-fill locations, departments and other case details in smart fields when connected to your EHR or care system.

Staff can report incidents anytime, anywhere, which boosts reporting willingness across your organization.

Clients, patients, family members or other external parties can submit feedback directly via a Zenya form on your website. No retyping needed.

Easily adjust forms and workflows in our designer. No coding required.

AI can automatically translate reports, so everyone can report in their own language while you receive everything in your organization’s main language.

AI summaries keep your overview clear and help you quickly spot what needs attention.

Select the right analysis method for each report, such as PRISMA, TRIPOD, BowTie or a standard RCA template.

Embed your PDCA cycle in one central environment. Capturing and reviewing reports gives you a strong foundation for targeted improvement.

Report incidents and complaints securely in a platform certified for ISO 27001 and ISO 9001.

Give handlers and stakeholders insight into incidents through clear reports and dashboards.

“We use the incident reporting system in a very broad way, with custom workflows that automatically notify the right people. They decide whether follow-up actions or further analysis are needed.”

Johan Engels

ICT Manager at Heilig Hartziekenhuis

“Thanks to Zenya, complaints are now registered securely, efficiently and completely at Adelante Zorggroep. I can now generate reports quickly and easily — something that would’ve been unthinkable before Zenya.”

Adelante zet Zenya succesvol in voor klachtenmanagement

Jacky Wolfs

Complaints Officer at Adelante Zorggroep

“Reporting has become incredibly simple: our staff can grab a tablet, snap a photo and send it off. It’s honestly child’s play.”

Harold Krikke

QHSE Coordinator at Triferto

Support from A to Z

This is how we operate

Choosing Zenya means more than just choosing software: you’re supported by a team that knows incident and complaints management inside and out. We share proven approaches, think along with your specific challenges, and make sure you’re up and running in no time.

Kickstart

In an initial conversation, we discover together where you stand, what is going well and what can be improved. This is how we know how best to help you move forward.

Go live

Based on your conversation with our consultant, the solution will be fine-tuned for you. In no time, the solution is ready for use, so you can get started quickly.

Instruction

Our solution is simple to use, but we understand that it is nice to have additional explanations. With practical instructions, users can quickly get started.

Support

Even once the solution is rolled out and in use, we stay in touch. You will have a dedicated Customer Success Manager to whom you can ask questions at any time.

Ready to get started together?

Want to make it easier to report incidents and complaints — and link them directly to your improvement cycle? We’d be happy to continue the conversation.

Request a demo Or contact us

Frequently asked questions

Any questions? We are happy to help

Zenya software suite

What is the difference between this solution and the Zenya modules (such as DOC, FLOW or AUDIT)?

This solution demonstrates how you can use Zenya to address a specific theme, question or challenge. It is composed of features from one or more of our modules. The modules themselves are the actual software products you purchase from us.

Zenya software suite

Which Zenya modules do you need to get started with Incidents & Complaints?

Reporting incidents and complaints happens in Zenya FLOW. Since the same module also supports improvement actions and workflows, you can link improvements directly to reports and keep everything together in one process.

Zenya software suite

How does this connect to the Actions & Improvement solution?

Collecting, monitoring and following up on improvement actions all takes place in the Zenya FLOW module. Incident and complaint reports are also captured in Zenya FLOW and can be linked directly to follow-up actions.

Incidents & complaints

Can staff report incidents at the bedside or on the go?

They can! That’s exactly why we developed the mobile Capture app. It opens the right form instantly and even works offline; once there’s a connection, the report is sent automatically.

Incidents & complaints

Do staff receive feedback after submitting a report?

Yes, the workflow sends automatic notifications or emails when the status changes and shows the current progress in the reporter’s personal dashboard.

Incidents & complaints

Do staff get team or department-wide insights too?

Absolutely. With filters and widgets, you can easily create a team or department dashboard. Relevant indicators from your entire Zenya environment are shown in one clear overview.

Incidents & complaints

Do staff get team or department-wide insights too?

Yes. With integrations between Zenya and healthcare systems, a copy is automatically saved to the EHR or care file once the report is completed. This avoids duplicate administration and helps meet documentation requirements.

Incidents & complaints

Can I make report forms available via the intranet?

Yes, you can share them easily through a hyperlink on your intranet. We also offer integrations with several intranet platforms, allowing staff to open the form directly from the intranet.

All-in-one

Discover more solutions within the Zenya Suite

Protocols & procedures

Record processes and procedures in one place and make sure everyone is working with the latest, correct information.

Actions & improvement

Identify improvement opportunities, assign actions and stay on top of progress – all with one clear overview.

Risk Management

Identify risks, involve the right people and work purposefully to control what truly matters.

Audits & compliance

Gain insight into quality and areas for improvement and demonstrably comply with laws and regulations.

Discover all solutions

Curious to discover what Zenya can do for your organisation?

Get in touch for an exploratory conversation or request a hands-on demo.
We’d be delighted to help.

Request a demo Or contact us