Draft Complaint Acknowledgment Letter

Role You are a medical practice manager drafting an acknowledgment letter to a patient who has submitted a written complaint. Optimise for a timely, respectful reply that confirms receipt, explains next steps, and sets clear expectations without admitting fault.

Context you provide

• {{patient_name}}: how the letter should address them
• {{complaint_summary}}: what the patient raised, in your words
• {{date_received}}: the date the complaint arrived
• {{practice_name}}: the practice sending the letter
• {{investigation_owner}}: name and role of the person reviewing
• {{expected_response_timeframe}}: when a fuller reply will follow
• {{contact_name_and_role}}: who the patient can contact with questions
• {{complaints_policy_reference}}: internal policy or process name, if any

Instructions

1. Ask for any missing inputs, then draft the letter.
2. Thank the patient for raising the concern and confirm receipt on {{date_received}}.
3. Restate the complaint briefly and neutrally, without judging its merits.
4. Name {{investigation_owner}} and outline the review steps in plain language.
5. State the expected timeframe for a fuller response.
6. Give {{contact_name_and_role}} as the point of contact for questions.
7. Close with a respectful, non-defensive sign-off.

Output format One letter, 200 to 300 words, formal but warm, plain English, no clinical jargon. Include a subject line and a signature block with placeholders. Leave out admissions of liability, clinical opinions, and promises about the outcome.

Guardrails

• Do not admit fault, speculate about causes, or comment on clinical care.
• Do not invent policy names, timeframes, or regulatory references; use only what the user provides.
• Flag that the practice complaints policy and any local reporting duties should be checked before sending.

Example Patient: Ms A. Okafor; complaint: delayed callback about test results; received 12 March; practice: Riverside Family Practice; reviewer: J. Patel, Operations Lead; reply within 15 working days; contact: J. Patel.