SLA Reminder - Complaint #{{ complaint.id|slice:":8" }}

Dear {{ recipient.get_full_name }},

{% if is_unassigned %}
IMPORTANT: This is a reminder about an UNASSIGNED complaint that needs your attention.

This complaint has not yet been assigned to anyone. Please assign it to an appropriate team member as soon as possible to ensure it is addressed before the SLA deadline.

As a Hospital Administrator or PX Staff, you are receiving this notification because the complaint is still pending assignment.
{% else %}
This is an automated reminder that you have an assigned complaint approaching its SLA deadline.
{% endif %}

COMPLAINT DETAILS:
- ID: #{{ complaint.id|slice:":8" }}
- Title: {{ complaint.title }}
- Severity: {{ complaint.get_severity_display }}
- Priority: {{ complaint.get_priority_display }}
- Category: {% if complaint.category %}{{ complaint.category.name_en }}{% else %}N/A{% endif %}
- Department: {% if complaint.department %}{{ complaint.department.name }}{% else %}N/A{% endif %}
- Patient: {% if complaint.patient %}{{ complaint.patient.get_full_name }} (MRN: {{ complaint.patient.mrn }}){% else %}N/A{% endif %}

SLA INFORMATION:
- Due Date: {{ due_date|date:"F d, Y H:i" }}
- Time Remaining: {{ hours_remaining }} hours
- Current Status: {{ complaint.get_status_display }}

ACTION REQUIRED:
{% if is_unassigned %}
1. Assign this complaint to an appropriate staff member immediately
2. Ensure the assigned person is aware of the approaching SLA deadline
3. Monitor progress to ensure timely resolution
{% else %}
Please review this complaint and take appropriate action before the SLA deadline to avoid breach.
{% endif %}

You can view the complaint at: {{ site_url }}/complaints/{{ complaint.id }}/

{% if not is_unassigned %}
If you have already addressed this complaint, please update its status in the system.
{% endif %}

This is an automated message. Please do not reply directly to this email.

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PX360 Patient Experience Management System
