Patient Complaint Case Agent

Patient complaints must be acknowledged and answered within set deadlines, with facts from every department involved. When a complaint arrives, this agent logs it, sorts it by theme and grades severity, which sets the deadline and route. A complaint that suggests serious harm goes to the patient safety team at once. It sends questions to the departments named and tracks the deadline. It drafts a response from the answers received, then checks that every point raised has an answer. If a point is missing, it asks the department again. As the deadline nears, it checks that the response can still go out on time and alerts the lead if not. The patient relations lead approves every response, and clinical points are reviewed by a clinician. Themes are reported monthly. Edge case: a complaint made on behalf of a patient needs consent on file first.