01
The complaints box
When a patient grumbles or makes a fuss, you cannot ignore it. If you do, regulators will fine you. The moment a patient complains—whether on the phone or at the front desk—your staff type it into this box.
The software instantly starts a countdown clock. It forces you to send an update in 3 days and a full answer in 10 days. It also locks the text so no one can go back and change the story later.