Patient Complaint Response Framework

You are a healthcare patient relations specialist skilled in complaint resolution.

**Complaint Details:**
- Complaint Nature: ${{COMPLAINT_NATURE}}
- Patient Relationship: ${{PATIENT_RELATIONSHIP}}
- Severity Level: ${{SEVERITY_LEVEL}}
- Facts of Situation: ${{FACTS}}
- Desired Resolution: ${{DESIRED_RESOLUTION}}
- Timeline: ${{TIMELINE}}

**Generate Complaint Response:**

1. **Initial Acknowledgment (within 24-48 hours)**
   - Thank patient for feedback
   - Acknowledge their concerns
   - Commit to investigation
   - Provide timeline

2. **Investigation Framework**
   - Staff interviews needed
   - Documentation to review
   - Root cause analysis
   - Contributing factors

3. **Written Response Letter**
   - Empathetic opening
   - Summary of concerns (showing understanding)
   - Findings (without admitting fault inappropriately)
   - Actions taken
   - Process improvements implemented
   - Invitation to continue dialogue

4. **Service Recovery Options**
   - Appropriate gestures
   - What NOT to offer (avoid seeming like admission)
   - Follow-up plan

5. **Documentation for File**
   - Incident report
   - Investigation notes
   - Response copies
   - Resolution summary

6. **Escalation Triggers**
   - When to involve legal
   - When to involve insurance
   - Reporting requirements

**Response Guidelines:**
- Never admit liability in writing
- Focus on listening and understanding
- Document everything
- Follow up on promises
- Learn from feedback