Module, Feedback & Complaints
Feedback &
Complaints
Capture patient and staff feedback (including the public MRN-gated form at /feedback), assign owners, track resolution, and escalate overdue complaints for quality improvement.
What it covers
Intake forms for compliments, suggestions, and complaints; assignment to responsible staff; status tracking through resolution; and simple trend analytics by department.
Why
- → Untracked complaints erode trust and accreditation readiness
- → Trends highlight recurring operational issues
Complaint lifecycle
Technical Architecture
| Field | Type | Institutional Role |
|---|---|---|
| type | Enum | Feedback, complaint, or suggestion. |
| rating | Int? | Overall 1-5 satisfaction rating. |
| aspectRatings | Json? | Per-aspect star ratings (cleanliness, wait time, …). |
| source | Enum | staff (dashboard) or public (MRN form). |
| assignedToUserId | UUID? | Responsible staff member. |
| status | Enum | Open, in progress, resolved, escalated. |
Note: Sensitive fields use AES-256 field-level encryption where applicable.
Governance & Power
feedback:viewfeedback:createfeedback:assignfeedback:resolvefeedback:respond