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AI agent for medical practice managers

Patient Complaint Resolution Agent

Every complaint answered on time and resolved

Customer serviceOperationsManagementHealthcare
See how it worksGet access
Patient Complaint Resolution Agent: what goes in, what the agent does and what you get

What it does

Patient complaints can be about billing, wait times, staff or care, and slow or uneven handling makes them worse. This agent logs each complaint, sorts it by type and urgency, and gathers related records such as appointment times and billing history. Clinical concerns go straight to the lead clinician. For the rest, it drafts a reply that follows the practice's complaint policy and the required response time. The manager approves every reply before it is sent. Afterward, the agent checks that the reply went out on time and that the patient's issue was actually resolved, for example that a billing correction was made. If not, it reminds the manager and checks again before closing the record. Decisions about staff and care stay with people. Edge case: a complaint that suggests a patient was harmed is escalated as an incident, not handled as a routine complaint.

How it works

Follow the arrows from top to bottom. The orange dashed arrow is the loop: when a check fails, the agent goes back and tries again.

Start and resultWhat it doesA check on its own workWaits for your OKGoes back and retries
ApprovedYes, continueNo 1 STARTS WHEN Complaint received 2 DOES Sort by type and urgency 3 USES A TOOL Gather appointment and billing records 4 DOES Draft reply following policy 5 YOU APPROVE Manager approves reply 6 CHECKS THE RESULT Was the reply sent on time and the issue resolved? If not: remind manager and redraft. Back to step 4. 7 RESULT Closed complaint record
Read the steps as a list
  1. Complaint received
  2. Sort by type and urgency
  3. Gather appointment and billing records
  4. Draft reply following policy
  5. Manager approves replyThe agent waits here for your OK.
  6. Was the reply sent on time and the issue resolved?If not: remind manager and redraft. Back to step 4.
  7. Closed complaint record

How it decides

It sorts by urgency and type and sets response deadlines from policy.

  • Clinical concerns go to clinicians
  • Harm suggests incident
  • Response times from policy

Make it yours

Every agent is a starting point. You choose these settings for your own situation.

  • Response deadlines
  • Complaint types
  • Letter templates

What keeps you in control

It always asks you first

  • Sending replies
  • Refunds

Hard limits

  • Never shares health data outside approved channels

It stops when

  • Done: closed
  • Stop: legal threat; escalate

Set it up

We guide you through the set-up, step by step

Members get the full set-up guide for this agent. No technical skills needed: you copy, paste and upload.

10 minto set it up in your AI
5 AIsChatGPT, Claude, Copilot, Gemini, Grok
  • One set of instructions to paste into your AI, with the clicks for ChatGPT, Claude, Microsoft 365 Copilot, Gemini and Grok
  • The agent then walks you through connecting your own data, one source at a time
  • A downloadable copy with the flow chart, the rules and the full guide
Get access to this agent

An example run

What happensA complaint came in on October 2: the patient waited 70 minutes and was billed for a visit type she did not have. The agent pulled the schedule and billing record and found a coding error. Its first draft reply failed the check because it did not explain the wait. It added that a provider was called to an emergency. The manager approved the apology and a corrected bill, sent within 5 days.

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