feat: unified reference numbers + feedback modules QA audit

Reference numbers (unified scheme PREFIX-YYYYMM-HOSP-NNNN, e.g. CMP-202606-HHN-0001):
- new ReferenceSequence model + generate_reference() helper (apps/core)
- Complaint/Inquiry/Observation/Appreciation/Suggestion emit unified refs via save()
- prefix-based auto-routing in public track API (CMP/INQ/OBS trackable; APR/SGT internal-only)
- removed legacy CMP-/INQ- generators in ui_views, integrations, px_sources
- migrations: core.0003_referencesequence, appreciation.0006, feedback.0008, observations.0012
- unit tests (format, sanitization, monthly reset, 40-thread concurrency)

QA audit:
- isolated E2E hospital sandbox mirroring HH-N + 10 role users (create_e2e_isolated_env)
- feedback-modules-audit.spec.ts + audit helper (headed, run-to-completion)
- reports/feedback-modules-qa-report.md

Also bundles accumulated in-progress work across complaints, observations,
organizations, templates, and other modules.

.mimocode/plans/1781172520267-calm-canyon.md

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+# Plan: Unify Department Response + Add Reporter Notifications
+
+## Goal
+1. Make all three types use the same department response approach (token-based, no login)
+2. Add reporter notifications for complaint/inquiry when department responds
+
+---
+
+## 1. UNIFY DEPARTMENT RESPONSE (Token-Based for All)
+
+### Current State
+- **Complaint**: Uses `ComplaintExplanation` model with token links — champion clicks link, submits explanation without login
+- **Observation**: Champion logs into system, navigates to department detail page, submits response via form
+- **Inquiry**: Same as observation — login required
+
+### Target State
+All three use token-based links (like complaint):
+- PX team sends to department → champion receives email with one-time link
+- Champion clicks link → submits response without login
+- Link expires after use
+
+### Changes Needed
+
+#### a) Create shared `DepartmentResponse` model (or reuse existing patterns)
+Better approach: Create a token-based response flow for observation and inquiry similar to complaint's `ComplaintExplanation`.
+
+**New model in `apps/organizations/models.py`** (or `apps/core/models.py`):
+```python
+class DepartmentResponseToken(UUIDModel, TimeStampedModel):
+    """Token-based department response link for observations and inquiries."""
+    content_type = models.ForeignKey(ContentType, on_delete=models.CASCADE)
+    object_id = models.UUIDField()
+    content_object = GenericForeignKey('content_type', 'object_id')
+    
+    department = models.ForeignKey('organizations.Department', on_delete=models.CASCADE)
+    staff = models.ForeignKey('organizations.Staff', on_delete=models.CASCADE)
+    token = models.CharField(max_length=100, unique=True)
+    
+    is_used = models.BooleanField(default=False)
+    responded_at = models.DateTimeField(null=True, blank=True)
+    
+    # SLA
+    sla_due_at = models.DateTimeField(null=True, blank=True)
+    is_overdue = models.BooleanField(default=False)
+    
+    class Meta:
+        indexes = [models.Index(fields=['token'])]
+```
+
+Actually, simpler approach: just add token fields to the existing models and create views for token-based response.
+
+**For Observation** (`apps/observations/models.py`):
+- Add `response_token` field (CharField, unique, nullable)
+- Add `response_token_used` (BooleanField, default=False)
+- Add `response_token_sent_at` (DateTimeField, nullable)
+
+**For Inquiry** (`apps/complaints/models.py`):
+- Add same fields to Inquiry model
+
+#### b) Create token-based response views
+- `observation_respond_with_token(request, pk, token)` — public view, no auth required
+- `inquiry_respond_with_token(request, pk, token)` — public view, no auth required
+
+#### c) Update "Send to Department" views
+- Generate token, include in email link
+- Email template similar to complaint's explanation request
+
+#### d) Update department detail page
+- Remove direct response forms (or keep as fallback for logged-in users)
+- Show token-based response status instead
+
+---
+
+## 2. ADD REPORTER NOTIFICATIONS
+
+### Current State
+- **Complaint**: No notification to complainant when department responds
+- **Observation**: SMS + email to reporter when department responds ✓
+- **Inquiry**: No notification to inquirer when department responds
+
+### Changes Needed
+
+#### a) Complaint — notify complainant on department response
+**File**: `apps/complaints/ui_views.py` (in `involved_department_response` view)
+- After department submits response, send SMS + email to complainant
+- Include tracking link
+
+#### b) Inquiry — notify inquirer on department response  
+**File**: `apps/complaints/ui_views.py` (in `inquiry_department_response` view)
+- After department submits response, send SMS + email to inquirer
+- Include tracking link
+
+---
+
+## Implementation Order
+
+1. Add token fields to Observation and Inquiry models
+2. Create token-based response views for both
+3. Update "Send to Department" to generate tokens and send email links
+4. Add reporter notifications to complaint and inquiry department response flows
+5. Update templates
+6. Create migration

.opencode/plans/fix-complaint-reimport.md

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+# Fix: Re-import Complaints with Missing Data
+
+## Overview
+Full re-import of all complaints (2022-2025) to fix missing timeline dates, satisfaction, resolution_outcome, and other data.
+
+## Steps
+
+### 1. Delete all existing complaints
+```python
+Complaint.objects.all().delete()
+```
+
+### 2. Fix `import_historical_complaints.py` (2022-2024)
+
+**2a. Fix COLUMN_MAPPING — add missing columns:**
+```python
+COLUMN_MAPPING = {
+    # ... existing mappings ...
+    "form_sent_date": 12,          # إرسال نموذج الشكوى → form_sent_at
+    "activated_date": 17,          # تفعيل الشكوى → activated_at
+    # col 20 (date_sent) stays → forwarded_to_dept_at (was wrongly mapped to activated_at)
+    "escalation_reason": 35,       # Reason of Escalation → metadata
+    "recommendation": 58,          # Recommendation/Action plan → recommendation_action_plan
+}
+```
+
+**2b. Fix Complaint.objects.create() — add fields:**
+- `form_sent_at=form_sent_date` (col 12)
+- `activated_at=activated_date` (col 17, NOT col 20)
+- `forwarded_to_dept_at=date_sent` (col 20, was wrongly in activated_at)
+- `satisfaction=normalize_satisfaction(satisfaction_val)` (col 56, write to model field NOT just metadata)
+- `recommendation_action_plan=recommendation` (col 58)
+
+**2c. Add satisfaction normalization helper:**
+```python
+def _normalize_satisfaction(self, val):
+    val = str(val or "").strip().lower()
+    mapping = {"satisfied": "satisfied", "dissatisfied": "dissatisfied", "no response": "no_response"}
+    return mapping.get(val, "")
+```
+
+### 3. Fix `import_2025_complaints_basic.py`
+
+**3a. Fix HEADER_ALIASES — fix satisfaction and add missing columns:**
+```python
+HEADER_ALIASES = {
+    # ... existing correct mappings ...
+    "satisfaction": ["Satisfied/Dissatisfied"],  # FIXED: was pointing to wrong column
+    "rightful_side": ["The Rightful Side"],      # NEW: col 66
+    "complaint_subject": ["موضوع الشكوى الأساسية"],  # NEW: col 53
+    "form_sent_date": ["إرسال نموذج الشكوى"],    # NEW: col 16
+    "activated_date": ["تفعيل الشكوى"],          # NEW: col 21
+    "sent_date": ["تم ارسال الشكوى"],            # NEW: col 24
+    "first_reminder": ["First Reminder Sent"],    # NEW: col 28
+    "second_reminder": ["Second Reminder Sent"],  # NEW: col 32
+    "escalated_date": ["Escalated"],              # NEW: col 36
+    "closed_date": ["Closed"],                    # NEW: col 40
+    "resolved_date": ["Resolved"],                # NEW: col 44
+    "delay_reason": ["سبب تأخير القسم بالرد"],    # NEW: col 58
+    "closure_delay": ["سبب تأخير اغلاق الشكوى خلال 72 ساعه"],  # col 59
+    "action_taken": ["الاجراء المتخذ من قبل القسم المعني"],      # col 62
+    "action_result": ["نتيجة الاجراء المتخذ بعد التحقيق"],       # col 63
+    "recommendation": ["Recommendation/Action plan"],             # col 64
+    "solutions": ["حلول واقتراحات"],                              # col 67
+}
+```
+
+**3b. Fix _process_sheet() — parse new timeline dates:**
+Add parsing for all new date fields (form_sent_date, activated_date, sent_date, first_reminder, second_reminder, escalated_date, closed_date, resolved_date).
+
+**3c. Fix status determination:**
+```python
+# Current: only checks response_date → open/resolved
+# Fixed: check all dates like historical script
+if closed_date:
+    status = "closed"
+elif resolved_date:
+    status = "resolved"
+elif escalated_date:
+    status = "in_progress"
+else:
+    status = "open"
+```
+
+**3d. Fix Complaint.objects.create() — add all missing fields:**
+- `activated_at=activated_date`
+- `form_sent_at=form_sent_date`
+- `forwarded_to_dept_at=sent_date`
+- `reminder_sent_at=first_reminder`
+- `second_reminder_sent_at=second_reminder`
+- `escalated_at=escalated_date`
+- `closed_at=closed_date`
+- `resolved_at=resolved_date`
+- `satisfaction=normalize_satisfaction(satisfaction_val)`
+- `resolution_outcome=normalize_rightful_side(rightful_side)`
+- `complaint_subject=complaint_subject`
+- `explanation_delay_reason=delay_reason`
+- `delay_reason_closure=closure_delay`
+- `action_taken_by_dept=action_taken`
+- `action_result=action_result`
+- `recommendation_action_plan=recommendation or solutions`
+
+### 4. Run re-import
+```bash
+python manage.py shell -c "from apps.complaints.models import Complaint; Complaint.objects.all().delete()"
+python manage.py import_all_complaints --hospital-code=HH-N
+python manage.py backfill_sent_to_department
+```
+
+### 5. Verify
+- Check complaint counts match
+- Check timeline dates populated
+- Check satisfaction field populated
+- Check resolution_outcome populated
+- Check department detail page shows correct data

.opencode/plans/fix-department-detail-complaints.md

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+# Fix: Department Detail Shows No Complaints + Template Field References
+
+## Root Cause
+All 2163 complaints have `sent_to_department=False`. The department detail view queries filter by `sent_to_department=True`, so zero complaints/observations/inquiries appear. The import scripts (`import_all_complaints.py`, `import_historical_complaints.py`) explicitly set `sent_to_department=False`, overwriting the backfill migration from May 16.
+
+## Changes
+
+### 1. NEW FILE: `apps/complaints/management/commands/backfill_sent_to_department.py`
+Create management command that sets `sent_to_department=True` on:
+- `Complaint.objects.filter(department__isnull=False, sent_to_department=False).update(sent_to_department=True, sent_to_department_at=F('created_at'))`
+- `Observation.objects.filter(assigned_department__isnull=False, sent_to_department=False).update(sent_to_department=True, sent_to_department_at=F('created_at'))`
+- `Inquiry.objects.filter(department__isnull=False, sent_to_department=False).update(sent_to_department=True, sent_to_department_at=F('created_at'))`
+- `ComplaintInvolvedDepartment.objects.filter(sent=False, complaint__department__isnull=False).update(sent=True)`
+
+### 2. EDIT: `apps/complaints/management/commands/import_all_complaints.py`
+- Change `sent_to_department=False` → `sent_to_department=True`
+
+### 3. EDIT: `apps/complaints/management/commands/import_historical_complaints.py`
+- Change `sent_to_department=False` → `sent_to_department=True`
+
+### 4. EDIT: `templates/organizations/orgsection_list.html`
+- Remove `point_of_contact` column (Section model no longer has this field)
+
+### 5. EDIT: `templates/organizations/orgsection_form.html`
+- Remove `point_of_contact` form field (lines 136-140)
+
+### 6. EDIT: `templates/complaints/government_ticket_form.html`
+- Line 295: change `sec.name` → `sec.name_en || sec.name` (API returns `name_en`, not `name`)
+
+### 7. EDIT: `templates/px_sources/source_user_create_complaint.html`
+- Line 303: change `sec.name` → `sec.name_en || sec.name`
+
+### 8. RUN: `python manage.py backfill_sent_to_department`
+- Expected: 2163 complaints, 3 observations, 2 inquiries updated
+
+### 9. VERIFY: `python manage.py check` + tests
+
+## What was ALREADY fixed in previous session
+- `department_detail.html`: `sub_subsections` → `subsections`, removed floor/poc columns, added champion/supervisor/deputy columns
+- `orgsection_detail.html`: removed `point_of_contact` from header
+- `ui_views.py:2173`: added supervisor/deputy_supervisor to select_related

DEPARTMENT_HIERARCHY_HANDOFF.md

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+# Department & Complaint Hierarchy Migration - Full Technical Handoff
+
+## Overview
+
+PX360 is a hospital patient experience management system (Django + SQLite). We are migrating from a **3-level legacy hierarchy** (Location → MainSection → SubSection) to a **new hierarchy** (Department → Section → Sub-Section) with proper org structure, role-based contact persons, and department-centric complaint routing.
+
+The legacy models are **not deleted** — they are renamed with `Legacy*` prefix and `db_table` preserved. The new `Department` model has 7 role-holder FKs (all FK to `Staff`), and complaints/inquiries/observations can be routed to departments with mandatory champion or manager validation.
+
+---
+
+## Current State
+
+| Metric | Value |
+|---|---|
+| Total complaints | 2,160 |
+| Complaints with `department_id` set | 2,151 (99.6%) |
+| Complaints with `legacy_subsection_id` | 2,150 |
+| Complaints without any department | 9 |
+| Total departments (new) | 66 |
+| Total sections (OrgSubSection) | 152 |
+| Total sub-sections (OrgSubSubSection) | 17 |
+| LegacyHierarchyMapping rows | 88 |
+
+---
+
+## Database Schema
+
+### New Models (created via migrations 0001-0006)
+
+#### `organizations_department` (UUID PK, 30 columns)
+```python
+class Department(models.Model):
+    # Location fields
+    hospital        = FK(Hospital, CASCADE, related_name="departments")
+    area            = CharField(100)          # High-level area
+    main_section    = CharField(200)          # Main section name
+    name            = CharField(200)
+    name_en         = CharField(200, blank=True)
+    name_ar         = CharField(200, blank=True)
+    code            = CharField(100, db_index=True)
+    category        = CharField(30, choices=DepartmentCategory, db_index=True)
+    parent          = FK(self, SET_NULL, null=True)
+    location_type   = CharField(20)           # OP, IP, ER, GENERAL
+    sub_location    = CharField(200)
+    floor           = CharField(50)
+
+    # Role holders (all FK to Staff)
+    manager         = FK(accounts.User, SET_NULL, null=True)
+    champion        = FK(Staff, SET_NULL, null=True, related_name="champion_departments")
+    manager_1st     = FK(Staff, SET_NULL, null=True, related_name="dept_manager_1st")
+    manager_2nd     = FK(Staff, SET_NULL, null=True, related_name="dept_manager_2nd")
+    manager_3rd     = FK(Staff, SET_NULL, null=True, related_name="dept_manager_3rd")
+    deputy_manager  = FK(Staff, SET_NULL, null=True, related_name="dept_deputy_manager")
+    supervisor      = FK(Staff, SET_NULL, null=True, related_name="dept_supervisor")
+    deputy_supervisor = FK(Staff, SET_NULL, null=True, related_name="dept_deputy_supervisor")
+
+    # Contact / legacy
+    champion_email  = EmailField(200, blank=True)
+    old_name_en     = CharField(200, blank=True)  # Legacy English name from Excel
+    old_name_ar     = CharField(200, blank=True)  # Legacy Arabic name from Excel
+    phone           = CharField(20, blank=True)
+    email           = EmailField(blank=True)
+    location        = CharField(200, blank=True)   # Free text (NOT a FK)
+    status          = CharField(20, default="active")
+
+    ROLE_FIELDS = [
+        ("champion", "Champion"),
+        ("manager_1st", "1st Manager"),
+        ("manager_2nd", "2nd Manager"),
+        ("manager_3rd", "3rd Manager"),
+        ("deputy_manager", "Deputy Manager"),
+        ("supervisor", "Supervisor"),
+        ("deputy_supervisor", "Deputy Supervisor"),
+    ]
+
+    def get_role_holders(self):
+        """Returns list of dicts: {staff, staff_id, name, email, role_field, role_label}"""
+
+    def is_valid_contact_person(self, staff_id):
+        """Validates a staff_id against all 7 role FKs. Returns holder dict or None."""
+```
+
+#### `organizations_orgsubsection` (UUID PK, 152 rows)
+```python
+class OrgSubSection(models.Model):
+    department      = FK(Department, CASCADE, related_name="org_subsections")
+    name_en         = CharField(200)
+    name_ar         = CharField(200, blank=True)
+    code            = CharField(100, blank=True)
+    location_type   = CharField(20)
+    sub_location    = CharField(200)
+    floor           = CharField(50)
+    point_of_contact = FK(Staff, SET_NULL, null=True)
+    old_name_en     = CharField(200, blank=True)
+    old_name_ar     = CharField(200, blank=True)
+    status          = CharField(20, default="active")
+
+    class Meta:
+        unique_together = [("department", "code")]
+```
+
+#### `organizations_orgsubsubsection` (UUID PK, 17 rows)
+```python
+class OrgSubSubSection(models.Model):
+    subsection      = FK(OrgSubSection, CASCADE, related_name="sub_subsections")
+    name_en         = CharField(200)
+    name_ar         = CharField(200, blank=True)
+    code            = CharField(100, blank=True)
+    status          = CharField(20, default="active")
+
+    class Meta:
+        unique_together = [("subsection", "code")]
+```
+
+#### `organizations_legacyhierarchymapping` (UUID PK, 88 rows)
+```python
+class LegacyHierarchyMapping(models.Model):
+    old_location_ar      = CharField(200, db_index=True)
+    old_main_section_ar  = CharField(200, db_index=True)
+    old_subsection_ar    = CharField(200, db_index=True)
+    old_location_en      = CharField(200, blank=True)
+    old_main_section_en  = CharField(200, blank=True)
+    old_subsection_en    = CharField(200, blank=True)
+    main_section         = FK(Department, SET_NULL, null=True)       # Maps to Department
+    subsection           = FK(OrgSubSection, SET_NULL, null=True)
+    sub_subsection       = FK(OrgSubSubSection, SET_NULL, null=True)
+
+    class Meta:
+        unique_together = [("old_location_ar", "old_main_section_ar", "old_subsection_ar")]
+```
+
+### Legacy Models (renamed, db_table preserved, backward-compat aliases)
+
+```python
+class LegacyLocation(models.Model):       # db_table = "organizations_location"
+    id = models.IntegerField(primary_key=True)
+    name_ar, name_en
+    ACTIVE_IDS = [48, 49, 82, 110]
+
+class LegacyMainSection(models.Model):    # db_table = "organizations_mainsection"
+    id = models.IntegerField(primary_key=True)
+    name_ar, name_en
+
+class LegacySubSection(models.Model):     # db_table = "organizations_subsection"
+    internal_id = models.IntegerField(primary_key=True)
+    name_ar, name_en
+    location = FK(LegacyLocation)
+    main_section = FK(LegacyMainSection)
+```
+
+### Complaint Model Hierarchy Fields
+
+```python
+class Complaint(models.Model):
+    # NEW hierarchy
+    department      = FK(Department, SET_NULL, null=True, related_name="complaints")
+    section         = FK(OrgSubSection, PROTECT, null=True, related_name="complaints")
+    sub_subsection  = FK(OrgSubSubSection, PROTECT, null=True, related_name="complaints")
+
+    # LEGACY FKs (kept for backward compatibility)
+    legacy_location      = FK(LegacyLocation, PROTECT, null=True, related_name="complaints")
+    legacy_main_section  = FK(LegacyMainSection, PROTECT, null=True, related_name="complaints")
+    legacy_subsection    = FK(LegacySubSection, PROTECT, null=True, related_name="complaints")
+
+    # Raw text (for mapping/audit)
+    old_location_raw     = CharField(200, blank=True, db_index=True)
+    old_main_section_raw = CharField(200, blank=True, db_index=True)
+    old_subsection_raw   = CharField(200, blank=True, db_index=True)
+```
+
+Inquiry and Observation models have the same pattern of new + legacy + raw fields.
+
+---
+
+## URL Structure
+
+### New hierarchy dropdown APIs (in `apps/organizations/urls.py`)
+```
+/dropdowns/departments-by-category/?category=<cat>  → api_departments_by_category
+/dropdowns/sections/<uuid:department_id>/            → api_sections_by_department
+/dropdowns/sub-subsections/<uuid:section_id>/        → api_sub_subsections_by_section
+```
+
+### Role management
+```
+/department-contacts/<uuid:dept_id>/  → api_department_contacts  (GET, returns role holders JSON)
+/set-role/                             → set_department_role      (POST, sets/clears a role on dept)
+```
+
+### Complaint send/escalate (AJAX endpoints)
+```
+/complaints/<uuid:pk>/send-to/      → complaint_send_to      (POST)
+/complaints/<uuid:pk>/escalate/     → complaint_escalate     (POST)
+/complaints/<uuid:pk>/send-to-department/ → complaint_send_to (POST, same endpoint)
+/inquiries/<uuid:pk>/escalate/      → inquiry_escalate       (POST)
+/inquiries/<uuid:pk>/send-to/       → inquiry_send_to        (POST)
+/observations/<uuid:pk>/escalate/   → observation_escalate   (POST)
+/observations/<uuid:pk>/send-to/    → observation_send_to    (POST)
+```
+
+### Legacy dropdown APIs (still active, used by internal forms)
+```
+/dropdowns/locations/                     → api_locations
+/ajax/main-sections/?location=<id>       → ajax_main_sections
+/ajax/subsections/?location=<id>&main_section=<id> → ajax_subsections
+```
+
+---
+
+## Key Code Files
+
+### Models
+| File | Content |
+|---|---|
+| `apps/organizations/models.py:151-279` | Department model (30 fields, ROLE_FIELDS, get_role_holders, is_valid_contact_person) |
+| `apps/organizations/models.py:697-726` | OrgSubSection model |
+| `apps/organizations/models.py:729-747` | OrgSubSubSection model |
+| `apps/organizations/models.py:750-779` | LegacyHierarchyMapping model |
+| `apps/organizations/models.py:651-694` | LegacyLocation, LegacyMainSection, LegacySubSection |
+| `apps/complaints/models.py:260-378` | Complaint model (department, section, sub_subsection, legacy_*_id, old_*_raw) |
+
+### Views (UI + API)
+| File | Lines | Content |
+|---|---|---|
+| `apps/organizations/ui_views.py:1876-2187` | `department_detail` — tabbed view with roles, complaints, inquiries, etc. |
+| `apps/organizations/ui_views.py:3503-3545` | `set_department_role` — POST to set/clear one of 7 role FKs |
+| `apps/organizations/views.py:838-869` | 4 new dropdown/contacts API endpoints |
+| `apps/complaints/ui_views.py:294-413` | `complaint_list` — filters by `department_id` (line 398) |
+| `apps/complaints/ui_views.py:954-1140` | `complaint_send_to` — validates champion/manager, contact person |
+| `apps/complaints/ui_views.py:1584-1682` | `complaint_escalate` — manual escalation to specific staff |
+| `apps/complaints/ui_views.py:3128-3195` | `inquiry_escalate` |
+| `apps/complaints/ui_views.py:3200-3348` | `inquiry_send_to` |
+| `apps/complaints/ui_views.py:6243-6296` | `government_ticket_list` — filters by `legacy_main_section_id` |
+| `apps/complaints/ui_views.py:6300-6315` | `government_ticket_detail` |
+| `apps/complaints/ui_views.py:6628-6659` | `government_ticket_export` |
+| `apps/observations/views.py:1160-1236` | `observation_escalate` |
+| `apps/observations/views.py:1241-1401` | `observation_send_to` |
+| `apps/observations/views.py:1032-1155` | `observation_send_to_department` |
+
+### Services
+| File | Content |
+|---|---|
+| `apps/complaints/services/complaint_service.py` | `ComplaintService.send_to_department` |
+| `apps/complaints/tasks.py:672-679` | `escalate_complaint_auto` — DISABLED (no-op, returns immediately) |
+| `apps/complaints/tasks.py:682-867` | `_escalate_complaint_auto_original` — preserved but not dispatched |
+| `apps/complaints/tasks.py:870-958` | `escalate_after_reminder` — effectively disabled |
+| `apps/complaints/tasks.py:358-390` | `check_overdue_complaints` — still runs, calls disabled auto-escalate |
+| `apps/observations/services.py` | `ObservationService.create_observation` — accepts section, sub_subsection |
+
+### Forms (using legacy hierarchy — NOT yet migrated)
+| File | Form Class | Fields | Lines |
+|---|---|---|---|
+| `apps/complaints/forms.py:58` | `PublicComplaintForm` | location, main_section, subsection (required=True) | 58-378 |
+| `apps/complaints/forms.py:379` | `ComplaintForm` | location, main_section, subsection | 379-611 |
+| `apps/complaints/forms.py:612` | `InquiryForm` | location, main_section, subsection (required=False) | 612-1220 |
+| `apps/complaints/forms.py:1221` | `GovernmentTicketForm` | legacy_location, legacy_main_section, legacy_subsection | 1221-end |
+
+All 4 forms use `LegacyLocation.active_locations()`, `LegacyMainSection`, `LegacySubSection` with server-side cascading in `__init__`.
+
+### Templates — Migrated to New Hierarchy
+| Template | What Changed |
+|---|---|
+| `templates/complaints/public_complaint_form.html` | Category → Department → Section → Sub-Section cascade (JS via new APIs) |
+| `templates/core/public_submit.html` | 4 forms: complaint, observation, inquiry, appreciation — all switched to new hierarchy |
+| `templates/components/send_to_modal.html` | Shared modal with contact person dropdown (calls `api_department_contacts`) |
+| `templates/organizations/department_detail.html` | Roles tab with `#roleModal`, all 7 role fields |
+
+### Templates — Still Using Old Hierarchy
+| Template | Fields Displayed |
+|---|---|
+| `templates/complaints/complaint_form.html` | location, main_section, subsection (via ajax_* endpoints) |
+| `templates/complaints/inquiry_form.html` | location, main_section, subsection |
+| `templates/complaints/government_ticket_form.html` | location, main_section, subsection |
+| `templates/complaints/government_ticket_list.html:166` | `ticket.legacy_main_section.name_en` |
+| `templates/complaints/government_ticket_detail.html:128-136` | legacy_location, legacy_main_section, legacy_subsection |
+| `templates/complaints/complaint_detail.html` | Displays legacy_* fields |
+| `templates/complaints/complaint_pdf.html` | Displays legacy_* fields |
+
+### Dashboard/Analytics Services — Still Using Old Hierarchy
+| File | Lines | Issue |
+|---|---|---|
+| `apps/dashboard/services/complaint_monthly_service.py:54` | `select_related(..., "location", "main_section", ...)` | Uses `location` FK |
+| `apps/dashboard/services/complaint_quarterly_service.py:238-255` | `_compute_location_breakdown()` | IP/OP/ER based on `location__name_en` string matching |
+| `apps/dashboard/services/complaint_quarterly_service.py:593-626` | `get_chart_data()` | `c.location.name_en` |
+| `apps/dashboard/services/complaint_monthly_export.py:204` | Export row | `c.location.name` |
+| `apps/analytics/services/kpi_service.py:948-978` | `_create_location_breakdowns()` | Queries both `location` and `main_section` FKs |
+| `apps/analytics/services/kpi_service.py:1540` | AI analysis | `select_related(..., "location", "main_section", ...)` |
+| `apps/analytics/services/kpi_service.py:1621-1624` | Location counts | `c.location.name_en` |
+
+### Management Commands
+| File | Content |
+|---|---|
+| `apps/organizations/management/commands/import_departments_excel.py` (286 lines) | Excel import: matches by `hospital+name_en`, creates Dept/OrgSubSection/OrgSubSubSection/LegacyHierarchyMapping. Dry-run support. |
+| `apps/organizations/management/commands/backfill_department_hierarchy.py` (284 lines) | 5-level cascade matching: manual override → LegacyHierarchyMapping → exact name → normalized → contains. 136-entry MANUAL_MAP dict. |
+
+---
+
+## What's Been Completed
+
+1. **Schema reconciliation**: DB tables/columns created via raw SQL (all old Django migration records deleted, all new migration files faked-applied). 3 new tables, 100+ new columns.
+
+2. **Legacy FK backfill on complaints**: `legacy_location_id`, `legacy_main_section_id`, `legacy_subsection_id` populated from old `location_id`, `main_section_id`, `subsection_id` for all 2,160 complaints. Raw text values (`old_*_raw`) also populated.
+
+3. **Excel import**: 66 departments, 152 sections, 17 sub-sections, 88 legacy hierarchy mappings created.
+
+4. **Backfill command**: 2,151/2,160 complaints now have `department_id` set (99.6%).
+
+5. **Patient-facing complaint form**: Switched from Location→MainSection→SubSection to Category→Department→Section→SubSection.
+
+6. **Public submit forms (4 forms)**: All switched to new hierarchy cascade.
+
+7. **Observation service**: Updated to accept section/sub_subsection params.
+
+8. **Send-to-department**: Validates champion or manager_1st exists, validates contact person against 7 role FKs.
+
+9. **Contact person selection**: When sending to department, user picks from role holders. Champion pre-selected if available.
+
+10. **Department detail**: Roles tab with single reusable modal for all 7 roles.
+
+11. **Manual escalation**: Implemented for complaint, inquiry, and observation. Auto-escalation disabled (code preserved).
+
+12. **Dropdown APIs**: 3 new endpoints for department→section→subsection cascade, contacts API.
+
+---
+
+## What Remains (Not Yet Migrated)
+
+### Critical
+1. **Government ticket list view** (`ui_views.py:6265`): Filters by `legacy_main_section_id`. Should filter by `department`.
+2. **Dashboard quarterly IP/OP/ER** (`complaint_quarterly_service.py:238-255`): Uses `location__name_en` string matching. Should derive from `department.location_type`.
+3. **Dashboard monthly export** (`complaint_monthly_export.py:204`): Uses `c.location.name`. Should use department.
+4. **KPI service** (`kpi_service.py:948-978`): Queries both `location` and `main_section` FKs.
+
+### Medium
+5. **Internal staff forms**: `complaint_form.html`, `inquiry_form.html`, `government_ticket_form.html` — still use old Location→MainSection→SubSection cascade with `ajax_main_sections`/`ajax_subsections` endpoints.
+6. **31 departments without category**: Need category values assigned from the Excel data.
+
+### Low
+7. **Detail templates**: `complaint_detail.html`, `complaint_pdf.html`, `inquiry_detail.html`, `government_ticket_detail.html` — still display `legacy_*` fields.
+8. **Stop writing legacy FKs**: New complaints could stop writing `legacy_*` FKs (or auto-populate from `department`).
+
+---
+
+## Key Design Decisions
+
+- **Contact person = one of 7 department role holders** (champion, manager_1st-3rd, deputy_manager, supervisor, deputy_supervisor). Champion pre-selected if available.
+- **Department cannot receive complaint without champion OR manager_1st**.
+- **Auto-escalation disabled** but code preserved for future use.
+- **Legacy models kept** with backward-compat aliases and preserved `db_table`.
+- **Old API endpoints kept functional** for internal staff forms (gradual migration).
+- **Import matches by `hospital+name_en`** to preserve existing Department IDs (critical for complaint FK integrity).
+- **Hardcoded `MANUAL_MAP`** dict maps 136 legacy subsection PKs to department name strings for unmappable cases.
+- **DB schema applied via raw SQL**, not Django migrations (production DB reconciliation).
+
+---
+
+## API Endpoints (New Hierarchy)
+
+```
+GET /organizations/dropdowns/departments-by-category/?category=medical
+  → Returns: [{"id": "uuid", "name_en": "Internal Medicine", ...}, ...]
+
+GET /organizations/dropdowns/sections/<uuid:department_id>/
+  → Returns: [{"id": "uuid", "name_en": "Cardiology", ...}, ...]
+
+GET /organizations/dropdowns/sub-subsections/<uuid:section_id>/
+  → Returns: [{"id": "uuid", "name_en": "ECG Lab", ...}, ...]
+
+GET /organizations/department-contacts/<uuid:dept_id>/
+  → Returns: [{"staff_id": "uuid", "name": "Dr. X", "email": "...", "role_field": "champion", "role_label": "Champion"}, ...]
+
+POST /organizations/set-role/
+  Body: {department_id, role_field, staff_id (optional)}
+  → Sets/clears a role FK on Department
+```
+
+---
+
+## Migration Status
+
+```
+organizations
+ [X] 0001_initial
+ [X] 0002_rename_respondent_to_champion
+ [X] 0003_alter_department_champion
+ [X] 0004_legacylocation_legacymainsection_and_more
+ [X] 0005_alter_legacylocation_table_and_more
+ [X] 0006_alter_department_code_alter_orgsubsection_code_and_more
+```
+
+All migrations faked. DB schema in sync. Run with `--skip-checks` flag.
+
+---
+
+## 136-Entry Manual Mapping (MANUAL_MAP in backfill command)
+
+The backfill command contains a hardcoded dict mapping 136 `LegacySubSection.internal_id` values to `Department.name_en` strings. These are legacy subsections that could not be automatically mapped via `LegacyHierarchyMapping` or name matching. Key distributions:
+
+- Internal Medicine: ~14 entries
+- Surgeries: ~11 entries
+- Outpatient Department: ~10 entries
+- Nursing Department: ~16 entries
+- Emergency Department: ~6 entries
+- Inpatient Department: ~7 entries
+- Medical Ancillary Services: ~10 entries
+- Others (Pediatric, Critical Care, OB/GYN, Pharmacy, IT, Security, Finance, etc.): 1-3 each
+
+---
+
+## File Tree Summary
+
+```
+apps/
+├── organizations/
+│   ├── models.py                          # Department, OrgSubSection, OrgSubSubSection, LegacyHierarchyMapping, Legacy*
+│   ├── views.py                           # 4 new dropdown/contacts APIs + legacy ajax_* endpoints
+│   ├── ui_views.py                        # department_detail, set_department_role
+│   ├── urls.py                            # All URL patterns
+│   ├── serializers.py                     # DepartmentSerializer, OrgSubSectionSerializer, OrgSubSubSectionSerializer
+│   ├── management/commands/
+│   │   ├── import_departments_excel.py    # Excel import (286 lines)
+│   │   └── backfill_department_hierarchy.py # Backfill with MANUAL_MAP (284 lines)
+│   └── migrations/
+│       ├── 0001_initial.py
+│       ├── 0002_rename_respondent_to_champion.py
+│       ├── 0003_alter_department_champion.py
+│       ├── 0004_legacylocation_legacymainsection_and_more.py
+│       ├── 0005_alter_legacylocation_table_and_more.py
+│       └── 0006_alter_department_code_alter_orgsubsection_code_and_more.py
+├── complaints/
+│   ├── models.py                          # Complaint (104 columns), with department, section, sub_subsection, legacy_*
+│   ├── forms.py                           # PublicComplaintForm, ComplaintForm, InquiryForm, GovernmentTicketForm (legacy cascade)
+│   ├── ui_views.py                        # complaint_list, complaint_detail, complaint_send_to, complaint_escalate, inquiry_escalate, government_ticket_*
+│   ├── services/complaint_service.py      # ComplaintService.send_to_department
+│   └── tasks.py                           # Auto-escalation disabled, check_overdue still active
+├── observations/
+│   ├── views.py                           # observation_escalate, observation_send_to
+│   └── services.py                        # create_observation (accepts section, sub_subsection)
+├── dashboard/services/
+│   ├── complaint_monthly_service.py       # Uses location, main_section FK
+│   ├── complaint_quarterly_service.py     # IP/OP/ER via location__name_en string matching
+│   └── complaint_monthly_export.py        # Exports c.location.name
+├── analytics/services/
+│   └── kpi_service.py                     # Queries location + main_section FKs
+└── core/views.py                          # public_inquiry_submit, public_observation_submit
+
+templates/
+├── complaints/
+│   ├── public_complaint_form.html         # MIGRATED: Category→Department→Section→SubSection
+│   ├── complaint_form.html                # NOT MIGRATED: Still uses old Location→MainSection→SubSection
+│   ├── inquiry_form.html                  # NOT MIGRATED: Still uses old hierarchy
+│   ├── government_ticket_form.html        # NOT MIGRATED: Still uses old hierarchy
+│   ├── government_ticket_list.html        # NOT MIGRATED: Displays legacy_main_section.name_en
+│   ├── government_ticket_detail.html      # NOT MIGRATED: Displays legacy_* fields
+│   ├── complaint_detail.html              # NOT MIGRATED: Displays legacy_* fields
+│   ├── complaint_pdf.html                 # NOT MIGRATED: Displays legacy_* fields
+│   └── inquiry_detail.html                # NOT MIGRATED: Displays legacy_* fields
+├── core/
+│   └── public_submit.html                 # MIGRATED: 4 forms switched to new hierarchy
+├── components/
+│   └── send_to_modal.html                # MIGRATED: Contact person dropdown from role holders
+└── organizations/
+    └── department_detail.html             # MIGRATED: Roles tab with #roleModal
+
+DB: db.sqlite3 (production copy)
+```
+
+---
+
+## Troubleshooting
+
+### If `showmigrations` shows pending migrations
+```bash
+python manage.py showmigrations --skip-checks --list
+```
+
+### If new tables are missing
+Tables must be created manually (not via Django migrations):
+```python
+# Check if tables exist
+from django.db import connection
+cursor = connection.cursor()
+cursor.execute("SELECT name FROM sqlite_master WHERE type='table' AND name LIKE 'organizations_%'")
+```
+
+### If backfill shows 0 candidates
+Check that `legacy_subsection_id` is set on complaints. Run the legacy FK backfill first.
+
+### If import doesn't match existing departments
+The import matches by `hospital + name_en`. Check the Excel column headers match what the command expects.
+
+### System check errors
+There are 4 pre-existing system check errors from `accounts.User.groups` vs `auth.User.groups` reverse accessor clash. These are NOT related to the hierarchy migration.

PX360/settings.py

@@ -40,11 +40,34 @@ INSTALLED_APPS = [
     "django.contrib.sessions",
     "django.contrib.messages",
     "django.contrib.staticfiles",
+    "rest_framework",
     # Apps
     "apps.core",
     "apps.accounts",
+    "apps.organizations",
+    "apps.complaints",
+    "apps.observations",
+    "apps.feedback",
+    "apps.appreciation",
     "apps.dashboard",
     "apps.social",
+    "apps.px_sources",
+    "apps.analytics",
+    "apps.notifications",
+    "apps.surveys",
+    "apps.ai_engine",
+    "apps.callcenter",
+    "apps.executive_summary",
+    "apps.integrations",
+    "apps.journeys",
+    "apps.physicians",
+    "apps.presentations",
+    "apps.projects",
+    "apps.px_action_center",
+    "apps.rca",
+    "apps.references",
+    "apps.simulator",
+    "apps.standards",
     "django_celery_beat",
 ]
 
@@ -156,7 +179,6 @@ YOUTUBE_REDIRECT_URI = "http://127.0.0.1:8000/social/callback/YT/"
 # Ensure you have your client_secrets.json file at this location
 GMB_CLIENT_SECRETS_FILE = BASE_DIR / "secrets" / "gmb_client_secrets.json"
 GMB_REDIRECT_URI = "http://127.0.0.1:8000/social/callback/GO/"
-m
 
 # Data upload settings
 # Increased limit to support bulk patient imports from HIS

apps/accounts/management/commands/create_default_roles.py

@@ -34,12 +34,6 @@ class Command(BaseCommand):
                 "description": "Department-level access. Can manage their department.",
                 "level": 60,
             },
-            {
-                "name": "champion",
-                "display_name": "Champion",
-                "description": "Can respond to inquiries and view complaints for their assigned department.",
-                "level": 55,
-            },
             {
                 "name": "director",
                 "display_name": "Director",

apps/accounts/migrations/0003_alter_role_name.py

@@ -0,0 +1,18 @@
+# Generated by Django 6.0.1 on 2026-05-28 19:25
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('accounts', '0002_initial'),
+    ]
+
+    operations = [
+        migrations.AlterField(
+            model_name='role',
+            name='name',
+            field=models.CharField(choices=[('px_admin', 'PX Admin'), ('hospital_admin', 'Hospital Admin'), ('department_manager', 'Department Manager'), ('director', 'Director'), ('px_management', 'PX Management'), ('px_employee', 'PX Employee'), ('staff', 'Staff'), ('viewer', 'Viewer'), ('executive', 'Executive')], max_length=50, unique=True),
+        ),
+    ]

apps/accounts/models.py

@@ -155,8 +155,20 @@ class User(AbstractUser, TimeStampedModel):
         return self.has_role("Department Manager")
 
     def is_champion(self):
-        """Check if user is Champion"""
+        """Check if user is Champion (assigned as champion on any department)"""
-        return self.has_role("Champion")
+        return hasattr(self, 'staff_profile') and self.staff_profile is not None and self.staff_profile.champion_departments.exists()
+
+    def is_champion_of(self, department):
+        """Check if user is Champion of a specific department"""
+        return (
+            hasattr(self, 'staff_profile')
+            and self.staff_profile is not None
+            and self.staff_profile.champion_departments.filter(pk=department.pk).exists()
+        )
+
+    def is_department_respondent(self):
+        """Alias for is_champion() - Champion is the department respondent role"""
+        return self.is_champion()
 
     def is_px_management(self):
         """Check if user is PX Management"""
@@ -201,9 +213,9 @@ class User(AbstractUser, TimeStampedModel):
         """Check if user only has basic Staff role with no elevated permissions."""
         elevated_roles = [
             "PX Admin", "Hospital Admin", "Department Manager",
-            "Champion", "PX Management", "PX Employee", "Executive", "Director",
+            "PX Management", "PX Employee", "Executive", "Director",
         ]
-        return not any(self.has_role(r) for r in elevated_roles)
+        return not any(self.has_role(r) for r in elevated_roles) and not self.is_champion()
 
     def get_source_user_profile_active(self):
         """Get active source user profile if exists"""
@@ -496,7 +508,6 @@ class Role(models.Model):
         ("hospital_admin", _("Hospital Admin")),
         ("department_manager", _("Department Manager")),
         ("director", _("Director")),
-        ("champion", _("Champion")),
         ("px_management", _("PX Management")),
         ("px_employee", _("PX Employee")),
         ("staff", _("Staff")),

apps/accounts/services.py

@@ -315,6 +315,45 @@ class OnboardingService:
         return User.objects.filter(is_provisional=True, acknowledgement_completed=False).count()
 
 
+class PasswordResetTokenService:
+    """Service for one-time admin password reset links."""
+
+    @staticmethod
+    def create_reset_token(user):
+        if user.is_provisional:
+            raise ValueError("Provisional users should use the onboarding invitation flow.")
+
+        user.invitation_token = secrets.token_urlsafe(32)
+        user.invitation_expires_at = timezone.now() + timedelta(hours=24)
+        user.set_unusable_password()
+        user.save(update_fields=["invitation_token", "invitation_expires_at", "password"])
+        return user.invitation_token
+
+    @staticmethod
+    def validate_reset_token(token):
+        from django.contrib.auth import get_user_model
+
+        User = get_user_model()
+        try:
+            return User.objects.get(
+                invitation_token=token,
+                invitation_expires_at__gte=timezone.now(),
+                is_provisional=False,
+            )
+        except User.DoesNotExist:
+            return None
+
+    @staticmethod
+    def clear_reset_token(user):
+        user.invitation_token = None
+        user.invitation_expires_at = None
+        user.save(update_fields=["invitation_token", "invitation_expires_at"])
+
+    @staticmethod
+    def build_reset_url(base_url, token):
+        return f"{base_url.rstrip('/')}/accounts/password/reset/{token}/"
+
+
 class EmailService:
     """Service for sending onboarding-related emails"""
 
@@ -333,12 +372,16 @@ class EmailService:
         # Build activation URL
         base_url = getattr(settings, "BASE_URL", "http://localhost:8000")
         activation_url = f"{base_url}/accounts/onboarding/activate/{user.invitation_token}/"
+        days_remaining = (
+            max((user.invitation_expires_at - timezone.now()).days, 0) if user.invitation_expires_at else 0
+        )
 
         # Render email content
         context = {
             "user": user,
             "activation_url": activation_url,
             "expires_at": user.invitation_expires_at,
+            "days_remaining": days_remaining,
         }
 
         subject = render_to_string("accounts/onboarding/invitation_subject.txt", context).strip()
@@ -391,12 +434,16 @@ class EmailService:
         # Build activation URL
         base_url = getattr(settings, "BASE_URL", "http://localhost:8000")
         activation_url = f"{base_url}/accounts/onboarding/activate/{user.invitation_token}/"
+        days_remaining = (
+            max((user.invitation_expires_at - timezone.now()).days, 0) if user.invitation_expires_at else 0
+        )
 
         # Render email content
         context = {
             "user": user,
             "activation_url": activation_url,
             "expires_at": user.invitation_expires_at,
+            "days_remaining": days_remaining,
         }
 
         subject = render_to_string("accounts/onboarding/reminder_subject.txt", context).strip()
@@ -443,10 +490,15 @@ class EmailService:
         base_url = getattr(settings, "BASE_URL", "http://localhost:8000")
         user_detail_url = f"{base_url}/accounts/onboarding/provisional/{user.id}/progress/"
 
+        role_display = ", ".join(user.get_role_names()) if hasattr(user, "get_role_names") else ""
+        completed_at = user.acknowledgement_completed_at or timezone.now()
+
         # Render email content
         context = {
             "user": user,
             "user_detail_url": user_detail_url,
+            "role_display": role_display,
+            "completed_at": completed_at,
         }
 
         subject = render_to_string("accounts/onboarding/completion_subject.txt", context).strip()

apps/accounts/ui_views.py

@@ -25,7 +25,7 @@ from .models import (
     UserProvisionalLog,
 )
 from .permissions import IsPXAdmin, CanManageOnboarding, CanViewOnboarding
-from .services import OnboardingService
+from .services import OnboardingService, PasswordResetTokenService
 
 User = get_user_model()
 
@@ -152,6 +152,28 @@ def password_reset_view(request):
     return render(request, "accounts/password_reset.html", context)
 
 
+@never_cache
+def password_reset_token_view(request, token):
+    user = PasswordResetTokenService.validate_reset_token(token)
+    if user is None:
+        messages.error(request, "Invalid or expired password reset link. Please request a new one.")
+        return redirect("accounts:login")
+
+    if not user.is_active:
+        messages.error(request, "This account is inactive. Please contact your administrator.")
+        return redirect("accounts:login")
+
+    PasswordResetTokenService.clear_reset_token(user)
+
+    from django.contrib.auth.backends import ModelBackend
+
+    backend = ModelBackend()
+    user.backend = f"{backend.__module__}.{backend.__class__.__name__}"
+    login(request, user)
+    messages.success(request, "Please set a new password for your account.")
+    return redirect("accounts:password_change")
+
+
 class CustomPasswordResetConfirmView(PasswordResetConfirmView):
     """
     Custom password reset confirm view with custom template

apps/accounts/urls.py

@@ -25,6 +25,7 @@ from .ui_views import (
     onboarding_step_content,
     onboarding_welcome,
     password_reset_view,
+    password_reset_token_view,
     preview_wizard_as_role,
     provisional_user_list,
     provisional_user_progress,
@@ -58,6 +59,7 @@ urlpatterns = [
     path("logout/", logout_view, name="logout"),
     path("settings/", user_settings, name="settings"),
     path("password/reset/", password_reset_view, name="password_reset"),
+    path("password/reset/<str:token>/", password_reset_token_view, name="password_reset_token"),
     path(
         "password/reset/confirm/<uidb64>/<token>/",
         CustomPasswordResetConfirmView.as_view(),

apps/analytics/kpi_service.py

@@ -27,6 +27,11 @@ from .kpi_models import (
     KPIReportType,
 )
 
+
+def _dt(year, month, day=1):
+    """Create a timezone-aware datetime to avoid naive datetime warnings."""
+    return timezone.make_aware(datetime(year, month, day))
+
 DEPARTMENT_CATEGORY_KEYWORDS = {
     "medical": [
         "medical",
@@ -256,25 +261,25 @@ class KPICalculationService:
     def _calculate_72h_resolution(cls, report: KPIReport):
         """Calculate 72-Hour Resolution Rate (MOH-2)"""
         # Get date range for the report period
-        start_date = datetime(report.year, report.month, 1)
+        start_date = _dt(report.year, report.month, 1)
         if report.month == 12:
-            end_date = datetime(report.year + 1, 1, 1)
+            end_date = _dt(report.year + 1, 1, 1)
         else:
-            end_date = datetime(report.year, report.month + 1, 1)
+            end_date = _dt(report.year, report.month + 1, 1)
 
         # Get all months data for YTD (year to date)
-        year_start = datetime(report.year, 1, 1)
+        year_start = _dt(report.year, 1, 1)
 
         # Calculate for each month
         total_numerator = 0
         total_denominator = 0
 
         for month in range(1, 13):
-            month_start = datetime(report.year, month, 1)
+            month_start = _dt(report.year, month, 1)
             if month == 12:
-                month_end = datetime(report.year + 1, 1, 1)
+                month_end = _dt(report.year + 1, 1, 1)
             else:
-                month_end = datetime(report.year, month + 1, 1)
+                month_end = _dt(report.year, month + 1, 1)
 
             # Get complaints for this month
             complaints = Complaint.objects.filter(
@@ -340,22 +345,22 @@ class KPICalculationService:
     def _calculate_patient_experience(cls, report: KPIReport):
         """Calculate Patient Experience Score (MOH-1)"""
         # Get date range
-        year_start = datetime(report.year, 1, 1)
+        year_start = _dt(report.year, 1, 1)
-        start_date = datetime(report.year, report.month, 1)
+        start_date = _dt(report.year, report.month, 1)
         if report.month == 12:
-            end_date = datetime(report.year + 1, 1, 1)
+            end_date = _dt(report.year + 1, 1, 1)
         else:
-            end_date = datetime(report.year, report.month + 1, 1)
+            end_date = _dt(report.year, report.month + 1, 1)
 
         total_numerator = 0
         total_denominator = 0
 
         for month in range(1, 13):
-            month_start = datetime(report.year, month, 1)
+            month_start = _dt(report.year, month, 1)
             if month == 12:
-                month_end = datetime(report.year + 1, 1, 1)
+                month_end = _dt(report.year + 1, 1, 1)
             else:
-                month_end = datetime(report.year, month + 1, 1)
+                month_end = _dt(report.year, month + 1, 1)
 
             # Get completed surveys for patient experience
             surveys = SurveyInstance.objects.filter(
@@ -406,17 +411,17 @@ class KPICalculationService:
         - Denominator: complaints with satisfaction in (satisfied, neutral, dissatisfied)
         - Numerator: complaints with satisfaction = 'satisfied'
         """
-        year_start = datetime(report.year, 1, 1)
+        year_start = _dt(report.year, 1, 1)
 
         total_numerator = 0
         total_denominator = 0
 
         for month in range(1, 13):
-            month_start = datetime(report.year, month, 1)
+            month_start = _dt(report.year, month, 1)
             if month == 12:
-                month_end = datetime(report.year + 1, 1, 1)
+                month_end = _dt(report.year + 1, 1, 1)
             else:
-                month_end = datetime(report.year, month + 1, 1)
+                month_end = _dt(report.year, month + 1, 1)
 
             complaints = Complaint.objects.filter(
                 hospital=report.hospital,
@@ -457,7 +462,7 @@ class KPICalculationService:
             hospital=report.hospital,
             created_at__gte=year_start,
             created_at__lt=(
-                datetime(report.year + 1, 1, 1) if report.month == 12 else datetime(report.year, report.month + 1, 1)
+                _dt(report.year + 1, 1, 1) if report.month == 12 else _dt(report.year, report.month + 1, 1)
             ),
             complaint_type="complaint",
         )
@@ -468,21 +473,21 @@ class KPICalculationService:
     @classmethod
     def _calculate_n_pad_001(cls, report: KPIReport):
         """Calculate N-PAD-001 Resolution Rate"""
-        year_start = datetime(report.year, 1, 1)
+        year_start = _dt(report.year, 1, 1)
         if report.month == 12:
-            year_end = datetime(report.year + 1, 1, 1)
+            year_end = _dt(report.year + 1, 1, 1)
         else:
-            year_end = datetime(report.year, report.month + 1, 1)
+            year_end = _dt(report.year, report.month + 1, 1)
 
         total_numerator = 0
         total_denominator = 0
 
         for month in range(1, 13):
-            month_start = datetime(report.year, month, 1)
+            month_start = _dt(report.year, month, 1)
             if month == 12:
-                month_end = datetime(report.year + 1, 1, 1)
+                month_end = _dt(report.year + 1, 1, 1)
             else:
-                month_end = datetime(report.year, month + 1, 1)
+                month_end = _dt(report.year, month + 1, 1)
 
             complaints = Complaint.objects.filter(
                 hospital=report.hospital,
@@ -527,17 +532,17 @@ class KPICalculationService:
     @classmethod
     def _calculate_response_rate(cls, report: KPIReport):
         """Calculate Department Response Rate (48h)"""
-        year_start = datetime(report.year, 1, 1)
+        year_start = _dt(report.year, 1, 1)
 
         total_numerator = 0
         total_denominator = 0
 
         for month in range(1, 13):
-            month_start = datetime(report.year, month, 1)
+            month_start = _dt(report.year, month, 1)
             if month == 12:
-                month_end = datetime(report.year + 1, 1, 1)
+                month_end = _dt(report.year + 1, 1, 1)
             else:
-                month_end = datetime(report.year, month + 1, 1)
+                month_end = _dt(report.year, month + 1, 1)
 
             complaints = Complaint.objects.filter(
                 hospital=report.hospital,
@@ -587,7 +592,7 @@ class KPICalculationService:
             hospital=report.hospital,
             created_at__gte=year_start,
             created_at__lt=(
-                datetime(report.year + 1, 1, 1) if report.month == 12 else datetime(report.year, report.month + 1, 1)
+                _dt(report.year + 1, 1, 1) if report.month == 12 else _dt(report.year, report.month + 1, 1)
             ),
             complaint_type="complaint",
         )
@@ -598,17 +603,17 @@ class KPICalculationService:
     @classmethod
     def _calculate_activation_2h(cls, report: KPIReport):
         """Calculate Complaint Activation Within 2 Hours"""
-        year_start = datetime(report.year, 1, 1)
+        year_start = _dt(report.year, 1, 1)
 
         total_numerator = 0
         total_denominator = 0
 
         for month in range(1, 13):
-            month_start = datetime(report.year, month, 1)
+            month_start = _dt(report.year, month, 1)
             if month == 12:
-                month_end = datetime(report.year + 1, 1, 1)
+                month_end = _dt(report.year + 1, 1, 1)
             else:
-                month_end = datetime(report.year, month + 1, 1)
+                month_end = _dt(report.year, month + 1, 1)
 
             # Get complaints with assigned_to (activated)
             complaints = Complaint.objects.filter(
@@ -655,7 +660,7 @@ class KPICalculationService:
             hospital=report.hospital,
             created_at__gte=year_start,
             created_at__lt=(
-                datetime(report.year + 1, 1, 1) if report.month == 12 else datetime(report.year, report.month + 1, 1)
+                _dt(report.year + 1, 1, 1) if report.month == 12 else _dt(report.year, report.month + 1, 1)
             ),
             complaint_type="complaint",
         )
@@ -668,17 +673,17 @@ class KPICalculationService:
         """Calculate Unactivated Filled Complaints Rate"""
         from apps.dashboard.models import ComplaintRequest
 
-        year_start = datetime(report.year, 1, 1)
+        year_start = _dt(report.year, 1, 1)
 
         total_numerator = 0
         total_denominator = 0
 
         for month in range(1, 13):
-            month_start = datetime(report.year, month, 1)
+            month_start = _dt(report.year, month, 1)
             if month == 12:
-                month_end = datetime(report.year + 1, 1, 1)
+                month_end = _dt(report.year + 1, 1, 1)
             else:
-                month_end = datetime(report.year, month + 1, 1)
+                month_end = _dt(report.year, month + 1, 1)
 
             complaints = Complaint.objects.filter(
                 hospital=report.hospital,
@@ -725,7 +730,7 @@ class KPICalculationService:
             hospital=report.hospital,
             created_at__gte=year_start,
             created_at__lt=(
-                datetime(report.year + 1, 1, 1) if report.month == 12 else datetime(report.year, report.month + 1, 1)
+                _dt(report.year + 1, 1, 1) if report.month == 12 else _dt(report.year, report.month + 1, 1)
             ),
             complaint_type="complaint",
         )
@@ -736,21 +741,21 @@ class KPICalculationService:
     @classmethod
     def _calculate_moh_24h(cls, report: KPIReport):
         """Calculate 24-Hour MOH Complaint Resolution Rate"""
-        year_start = datetime(report.year, 1, 1)
+        year_start = _dt(report.year, 1, 1)
         if report.month == 12:
-            end_date = datetime(report.year + 1, 1, 1)
+            end_date = _dt(report.year + 1, 1, 1)
         else:
-            end_date = datetime(report.year, report.month + 1, 1)
+            end_date = _dt(report.year, report.month + 1, 1)
 
         total_numerator = 0
         total_denominator = 0
 
         for month in range(1, 13):
-            month_start = datetime(report.year, month, 1)
+            month_start = _dt(report.year, month, 1)
             if month == 12:
-                month_end = datetime(report.year + 1, 1, 1)
+                month_end = _dt(report.year + 1, 1, 1)
             else:
-                month_end = datetime(report.year, month + 1, 1)
+                month_end = _dt(report.year, month + 1, 1)
 
             complaints = Complaint.objects.filter(
                 hospital=report.hospital,
@@ -802,21 +807,21 @@ class KPICalculationService:
     @classmethod
     def _calculate_chi_48h(cls, report: KPIReport):
         """Calculate 48-Hour CHI Complaint Resolution Rate"""
-        year_start = datetime(report.year, 1, 1)
+        year_start = _dt(report.year, 1, 1)
         if report.month == 12:
-            end_date = datetime(report.year + 1, 1, 1)
+            end_date = _dt(report.year + 1, 1, 1)
         else:
-            end_date = datetime(report.year, report.month + 1, 1)
+            end_date = _dt(report.year, report.month + 1, 1)
 
         total_numerator = 0
         total_denominator = 0
 
         for month in range(1, 13):
-            month_start = datetime(report.year, month, 1)
+            month_start = _dt(report.year, month, 1)
             if month == 12:
-                month_end = datetime(report.year + 1, 1, 1)
+                month_end = _dt(report.year + 1, 1, 1)
             else:
-                month_end = datetime(report.year, month + 1, 1)
+                month_end = _dt(report.year, month + 1, 1)
 
             complaints = Complaint.objects.filter(
                 hospital=report.hospital,
@@ -918,7 +923,9 @@ class KPICalculationService:
             ).count()
 
             avg_days = None
-            resolved_complaints = dept_complaints.filter(resolved_at__isnull=False)
+            resolved_complaints = dept_complaints.filter(
+                resolved_at__isnull=False, activated_at__isnull=False
+            )
             if resolved_complaints.exists():
                 total_days = 0
                 for c in resolved_complaints:
@@ -963,8 +970,7 @@ class KPICalculationService:
         for loc_type, keywords in location_categories.items():
             q_objects = Q()
             for keyword in keywords:
-                q_objects |= Q(location__name_en__icontains=keyword)
+                q_objects |= Q(department__location_type__icontains=keyword)
-                q_objects |= Q(main_section__name_en__icontains=keyword)
 
             loc_complaints = complaints.filter(q_objects).distinct()
             count = loc_complaints.count()
@@ -1058,9 +1064,9 @@ class KPICalculationService:
                 )
 
             # Calculate resolution time buckets
-            year_start = datetime(report.year, 1, 1)
+            year_start = _dt(report.year, 1, 1)
             year_end = (
-                datetime(report.year + 1, 1, 1) if report.month == 12 else datetime(report.year, report.month + 1, 1)
+                _dt(report.year + 1, 1, 1) if report.month == 12 else _dt(report.year, report.month + 1, 1)
             )
 
             all_complaints = Complaint.objects.filter(
@@ -1350,9 +1356,9 @@ Be specific and use actual numbers from the data."""
                         }
                     )
 
-            year_start = datetime(report.year, 1, 1)
+            year_start = _dt(report.year, 1, 1)
             year_end = (
-                datetime(report.year + 1, 1, 1) if report.month == 12 else datetime(report.year, report.month + 1, 1)
+                _dt(report.year + 1, 1, 1) if report.month == 12 else _dt(report.year, report.month + 1, 1)
             )
 
             from django.db.models import Avg as AvgAgg, Count
@@ -1526,9 +1532,9 @@ Focus on identifying drivers of satisfaction and dissatisfaction."""
             resolved_complaints = report.total_numerator
 
             # Get date range
-            year_start = datetime(report.year, 1, 1)
+            year_start = _dt(report.year, 1, 1)
             year_end = (
-                datetime(report.year + 1, 1, 1) if report.month == 12 else datetime(report.year, report.month + 1, 1)
+                _dt(report.year + 1, 1, 1) if report.month == 12 else _dt(report.year, report.month + 1, 1)
             )
 
             # Query complaints for detailed analysis
@@ -1537,7 +1543,7 @@ Focus on identifying drivers of satisfaction and dissatisfaction."""
                 created_at__gte=year_start,
                 created_at__lt=year_end,
                 complaint_type="complaint",
-            ).select_related("department", "location", "main_section", "source")
+            ).select_related("department", "source")
 
             # Count by status
             closed_count = complaints.filter(status=ComplaintStatus.CLOSED).count()
@@ -1620,7 +1626,7 @@ Focus on identifying drivers of satisfaction and dissatisfaction."""
             # Location breakdown
             location_counts = {}
             for c in complaints:
-                loc = c.location.name_en if c.location else "Unknown"
+                loc = c.department.location_type if c.department and c.department.location_type else "Unknown"
                 location_counts[loc] = location_counts.get(loc, 0) + 1
 
             # Main department breakdown
@@ -1799,9 +1805,9 @@ Be specific with numbers and focus on actionable insights."""
                         }
                     )
 
-            year_start = datetime(report.year, 1, 1)
+            year_start = _dt(report.year, 1, 1)
             year_end = (
-                datetime(report.year + 1, 1, 1) if report.month == 12 else datetime(report.year, report.month + 1, 1)
+                _dt(report.year + 1, 1, 1) if report.month == 12 else _dt(report.year, report.month + 1, 1)
             )
 
             total_complaints_received = Complaint.objects.filter(
@@ -2020,9 +2026,9 @@ Focus on identifying why patients are dissatisfied and provide practical solutio
             except KPIReport.DoesNotExist:
                 pass
 
-            year_start = datetime(report.year, 1, 1)
+            year_start = _dt(report.year, 1, 1)
             year_end = (
-                datetime(report.year + 1, 1, 1) if report.month == 12 else datetime(report.year, report.month + 1, 1)
+                _dt(report.year + 1, 1, 1) if report.month == 12 else _dt(report.year, report.month + 1, 1)
             )
 
             all_complaints = (
@@ -2215,9 +2221,9 @@ Focus on identifying which departments need improvement and practical follow-up
             total_complaints = report.total_denominator
             activated_within_2h = report.total_numerator
 
-            month_start = datetime(report.year, report.month, 1)
+            month_start = _dt(report.year, report.month, 1)
             month_end = (
-                datetime(report.year + 1, 1, 1) if report.month == 12 else datetime(report.year, report.month + 1, 1)
+                _dt(report.year + 1, 1, 1) if report.month == 12 else _dt(report.year, report.month + 1, 1)
             )
 
             complaints = Complaint.objects.filter(
@@ -2388,9 +2394,9 @@ Focus on identifying why activations are delayed and practical solutions."""
             total_complaints = report.total_denominator
             unactivated_filled = report.total_numerator
 
-            month_start = datetime(report.year, report.month, 1)
+            month_start = _dt(report.year, report.month, 1)
             month_end = (
-                datetime(report.year + 1, 1, 1) if report.month == 12 else datetime(report.year, report.month + 1, 1)
+                _dt(report.year + 1, 1, 1) if report.month == 12 else _dt(report.year, report.month + 1, 1)
             )
 
             all_requests = ComplaintRequest.objects.filter(

apps/analytics/management/commands/seed_kpi_data.py

@@ -26,7 +26,7 @@ from apps.analytics.kpi_models import KPIReport, KPIReportType
 from apps.analytics.kpi_service import KPICalculationService
 from apps.complaints.models import Complaint, ComplaintStatus, ComplaintUpdate
 from apps.dashboard.models import ComplaintRequest
-from apps.organizations.models import Department, Hospital, Location, MainSection
+from apps.organizations.models import Department, Hospital, LegacyLocation, LegacyMainSection
 from apps.organizations.models import Patient
 from apps.px_sources.models import PXSource
 from apps.surveys.models import (
@@ -217,19 +217,19 @@ class Command(BaseCommand):
                 defaults={"name": d["name"], "status": "active"},
             )
         for loc in LOCATIONS:
-            Location.objects.get_or_create(
+            LegacyLocation.objects.get_or_create(
                 id=loc["id"],
                 defaults={"name_en": loc["name_en"], "name_ar": loc["name_ar"]},
             )
         for ms in MAIN_SECTIONS:
-            MainSection.objects.get_or_create(
+            LegacyMainSection.objects.get_or_create(
                 id=ms["id"],
                 defaults={"name_en": ms["name_en"], "name_ar": ms["name_ar"]},
             )
 
         self.stdout.write(
             f"  Depts: {Department.objects.filter(hospital=hospital).count()}, "
-            f"Locs: {Location.objects.filter(id__in=[l['id'] for l in LOCATIONS]).count()}"
+            f"Locs: {LegacyLocation.objects.filter(id__in=[l['id'] for l in LOCATIONS]).count()}"
         )
         return hospital
 
@@ -335,8 +335,8 @@ class Command(BaseCommand):
         complaints = []
         source_list = list(sources.values())
         departments = list(Department.objects.filter(hospital=hospital))
-        locations = list(Location.objects.filter(id__in=[l["id"] for l in LOCATIONS]))
+        locations = list(LegacyLocation.objects.filter(id__in=[l["id"] for l in LOCATIONS]))
-        main_sections = list(MainSection.objects.filter(id__in=[m["id"] for m in MAIN_SECTIONS]))
+        main_sections = list(LegacyMainSection.objects.filter(id__in=[m["id"] for m in MAIN_SECTIONS]))
 
         for i in range(self.complaints_per_month):
             created_at = self._random_dt(month)
@@ -378,8 +378,8 @@ class Command(BaseCommand):
             complaint = Complaint(
                 hospital=hospital,
                 department=department,
-                location=location,
+                legacy_location=location,
-                main_section=main_section,
+                legacy_main_section=main_section,
                 source=source,
                 title=f"{random.choice(COMPLAINT_TITLES)} ({month}/{i + 1})",
                 description=random.choice(COMPLAINT_DESCRIPTIONS),

apps/analytics/services/analytics_service.py

@@ -125,11 +125,23 @@ class UnifiedAnalyticsService:
         # Check if queryset has hospital/department fields
         if hasattr(queryset.model, "hospital"):
             if user.is_px_admin():
-                pass  # See all
+                pass
             elif user.is_hospital_admin() and user.hospital:
                 queryset = queryset.filter(hospital=user.hospital)
+            elif user.is_executive() and user.hospital:
+                queryset = queryset.filter(hospital=user.hospital)
             elif user.is_department_manager() and user.department:
                 queryset = queryset.filter(department=user.department)
+            elif user.is_px_management() and user.hospital:
+                queryset = queryset.filter(hospital=user.hospital)
+            elif user.is_px_employee() and user.hospital:
+                queryset = queryset.filter(hospital=user.hospital)
+            elif user.is_director():
+                directed_depts = user.get_directed_departments()
+                if directed_depts.exists():
+                    queryset = queryset.filter(department__in=directed_depts)
+                else:
+                    queryset = queryset.none()
             else:
                 queryset = queryset.none()
         return queryset

apps/analytics/ui_views.py

@@ -173,6 +173,69 @@ def analytics_dashboard(request):
     # Status breakdown
     status_breakdown = status_counts_qs.order_by("-count")
 
+    # Complaints by department (top 10)
+    complaints_by_dept = (
+        complaints_queryset.filter(department__isnull=False)
+        .values("department__name")
+        .annotate(count=Count("id"))
+        .order_by("-count")[:10]
+    )
+
+    # ============ INQUIRY ANALYTICS ============
+    inquiry_status_counts = inquiry_queryset.values("status").annotate(count=Count("id")).order_by("-count")
+    inquiry_priority_counts = inquiry_queryset.exclude(priority="").values("priority").annotate(count=Count("id")).order_by("-count")
+    inquiries_by_dept = (
+        inquiry_queryset.filter(department__isnull=False)
+        .values("department__name")
+        .annotate(count=Count("id"))
+        .order_by("-count")[:10]
+    )
+    inquiries_by_category = inquiry_queryset.exclude(category="").values("category").annotate(count=Count("id")).order_by("-count")[:10]
+
+    # ============ OBSERVATION ANALYTICS ============
+    observation_status_counts = observation_queryset.values("status").annotate(count=Count("id")).order_by("-count")
+    observation_severity_counts = observation_queryset.values("severity").annotate(count=Count("id")).order_by("-count")
+    observations_by_dept = (
+        observation_queryset.filter(assigned_department__isnull=False)
+        .values("assigned_department__name")
+        .annotate(count=Count("id"))
+        .order_by("-count")[:10]
+    )
+    observations_by_category = (
+        observation_queryset.filter(category__isnull=False)
+        .values("category__name_en")
+        .annotate(count=Count("id"))
+        .order_by("-count")[:10]
+    )
+
+    # ============ SUGGESTION ANALYTICS (Feedback type=suggestion) ============
+    suggestion_queryset = feedback_queryset.filter(feedback_type="suggestion")
+    suggestion_status_counts = suggestion_queryset.values("status").annotate(count=Count("id")).order_by("-count")
+    suggestion_sentiment_counts = suggestion_queryset.exclude(sentiment="").values("sentiment").annotate(count=Count("id")).order_by("-count")
+    suggestions_by_dept = (
+        suggestion_queryset.filter(department__isnull=False)
+        .values("department__name")
+        .annotate(count=Count("id"))
+        .order_by("-count")[:10]
+    )
+    suggestions_by_category = suggestion_queryset.exclude(category="").values("category").annotate(count=Count("id")).order_by("-count")[:10]
+
+    # ============ APPRECIATION ANALYTICS ============
+    appreciation_status_counts = appreciation_queryset.values("status").annotate(count=Count("id")).order_by("-count")
+    appreciations_by_dept = (
+        appreciation_queryset.filter(department__isnull=False)
+        .values("department__name")
+        .annotate(count=Count("id"))
+        .order_by("-count")[:10]
+    )
+    appreciations_by_category = (
+        appreciation_queryset.filter(category__isnull=False)
+        .values("category__name_en")
+        .annotate(count=Count("id"))
+        .order_by("-count")[:10]
+    )
+    appreciations_by_visibility = appreciation_queryset.values("visibility").annotate(count=Count("id")).order_by("-count")
+
     # ============ ACTIONS KPIs ============
     action_status_counts = actions_queryset.values("status").annotate(count=Count("id"))
     action_status_map = {item["status"]: item["count"] for item in action_status_counts}
@@ -678,6 +741,23 @@ def analytics_dashboard(request):
         "top_categories": serialize_queryset_values(top_categories),
         "severity_breakdown": serialize_queryset_values(severity_breakdown),
         "status_breakdown": serialize_queryset_values(status_breakdown),
+        "complaints_by_dept": serialize_queryset_values(complaints_by_dept),
+        "inquiry_status_counts": serialize_queryset_values(inquiry_status_counts),
+        "inquiry_priority_counts": serialize_queryset_values(inquiry_priority_counts),
+        "inquiries_by_dept": serialize_queryset_values(inquiries_by_dept),
+        "inquiries_by_category": serialize_queryset_values(inquiries_by_category),
+        "observation_status_counts": serialize_queryset_values(observation_status_counts),
+        "observation_severity_counts": serialize_queryset_values(observation_severity_counts),
+        "observations_by_dept": serialize_queryset_values(observations_by_dept),
+        "observations_by_category": serialize_queryset_values(observations_by_category),
+        "suggestion_status_counts": serialize_queryset_values(suggestion_status_counts),
+        "suggestion_sentiment_counts": serialize_queryset_values(suggestion_sentiment_counts),
+        "suggestions_by_dept": serialize_queryset_values(suggestions_by_dept),
+        "suggestions_by_category": serialize_queryset_values(suggestions_by_category),
+        "appreciation_status_counts": serialize_queryset_values(appreciation_status_counts),
+        "appreciations_by_dept": serialize_queryset_values(appreciations_by_dept),
+        "appreciations_by_category": serialize_queryset_values(appreciations_by_category),
+        "appreciations_by_visibility": serialize_queryset_values(appreciations_by_visibility),
         "complaint_trend": serialize_queryset_values(complaint_trend),
         "complaints_by_quarter": serialize_queryset_values(complaints_by_quarter),
         "inquiries_by_quarter": serialize_queryset_values(inquiries_by_quarter),
@@ -909,8 +989,10 @@ def command_center(request):
     hospital_id = filters["hospital"] if filters["hospital"] else None
     department_id = filters["department"] if filters["department"] else None
 
-    if not hospital_id and user.is_px_admin():
+    if not hospital_id and (user.is_px_admin() or user.is_executive()):
         tenant = getattr(request, "tenant_hospital", None)
+        if not tenant:
+            tenant = getattr(user, "hospital", None)
         if tenant:
             hospital_id = str(tenant.id)
 
@@ -1006,8 +1088,10 @@ def command_center_api(request):
     # Handle department_id (UUID string)
     department_id = department_id if department_id else None
 
-    if not hospital_id and user.is_px_admin():
+    if not hospital_id and (user.is_px_admin() or user.is_executive()):
         tenant = getattr(request, "tenant_hospital", None)
+        if not tenant:
+            tenant = getattr(user, "hospital", None)
         if tenant:
             hospital_id = str(tenant.id)
 

apps/appreciation/admin.py

@@ -73,6 +73,10 @@ class AppreciationAdmin(admin.ModelAdmin):
                 'sender',
                 'hospital',
                 'department',
+                'legacy_location',
+                'legacy_main_section',
+                'legacy_subsection',
+                'section',
                 'category',
             )
         }),

apps/appreciation/migrations/0001_initial.py

@@ -12,7 +12,7 @@ class Migration(migrations.Migration):
 
     dependencies = [
         ('contenttypes', '0002_remove_content_type_name'),
-        ('organizations', '0001_initial'),
+        ('organizations', '0004_legacylocation_legacymainsection_and_more'),
         migrations.swappable_dependency(settings.AUTH_USER_MODEL),
     ]
 
@@ -92,11 +92,11 @@ class Migration(migrations.Migration):
                 ('deleted_by', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='deleted_%(class)s_set', to=settings.AUTH_USER_MODEL)),
                 ('department', models.ForeignKey(blank=True, help_text='Department context (if applicable)', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.department')),
                 ('hospital', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='appreciations', to='organizations.hospital')),
-                ('location', models.ForeignKey(blank=True, help_text='Location where the appreciation event occurred', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.location')),
+                ('location', models.ForeignKey(blank=True, help_text='Location where the appreciation event occurred', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.legacylocation')),
-                ('main_section', models.ForeignKey(blank=True, help_text='Main section within the location', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.mainsection')),
+                ('main_section', models.ForeignKey(blank=True, help_text='Main section within the location', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.legacymainsection')),
                 ('recipient_content_type', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciation_recipients', to='contenttypes.contenttype')),
                 ('sender', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='sent_appreciations', to=settings.AUTH_USER_MODEL)),
-                ('subsection', models.ForeignKey(blank=True, help_text='Specific subsection', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.subsection')),
+                ('subsection', models.ForeignKey(blank=True, help_text='Specific subsection', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.legacysubsection')),
                 ('category', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='appreciation.appreciationcategory')),
             ],
             options={

apps/appreciation/migrations/0002_remove_appreciation_location_and_more.py

@@ -0,0 +1,28 @@
+# Generated by Django 6.0.1 on 2026-05-28 19:18
+
+from django.db import migrations
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('appreciation', '0001_initial'),
+    ]
+
+    operations = [
+        migrations.RenameField(
+            model_name='appreciation',
+            old_name='location',
+            new_name='legacy_location',
+        ),
+        migrations.RenameField(
+            model_name='appreciation',
+            old_name='main_section',
+            new_name='legacy_main_section',
+        ),
+        migrations.RenameField(
+            model_name='appreciation',
+            old_name='subsection',
+            new_name='legacy_subsection',
+        ),
+    ]

apps/appreciation/migrations/0003_appreciation_legacy_location_and_more.py

@@ -0,0 +1,18 @@
+import django.db.models.deletion
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('appreciation', '0002_remove_appreciation_location_and_more'),
+        ('organizations', '0008_rename_orgsubsection_to_section_add_champion'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='appreciation',
+            name='section',
+            field=models.ForeignKey(blank=True, help_text='Section within department', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations_new', to='organizations.Section'),
+        ),
+    ]

apps/appreciation/migrations/0004_alter_appreciation_legacy_location_and_more.py

@@ -0,0 +1,30 @@
+# Generated by Django 6.0.1 on 2026-05-28 19:25
+
+import django.db.models.deletion
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('appreciation', '0003_appreciation_legacy_location_and_more'),
+        ('organizations', '0005_alter_legacylocation_table_and_more'),
+    ]
+
+    operations = [
+        migrations.AlterField(
+            model_name='appreciation',
+            name='legacy_location',
+            field=models.ForeignKey(blank=True, help_text='Location where the appreciation event occurred', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.legacylocation'),
+        ),
+        migrations.AlterField(
+            model_name='appreciation',
+            name='legacy_main_section',
+            field=models.ForeignKey(blank=True, help_text='Main section within the location', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.legacymainsection'),
+        ),
+        migrations.AlterField(
+            model_name='appreciation',
+            name='legacy_subsection',
+            field=models.ForeignKey(blank=True, help_text='Specific subsection', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.legacysubsection'),
+        ),
+    ]

apps/appreciation/migrations/0005_remove_sub_subsection.py

@@ -0,0 +1,10 @@
+from django.db import migrations
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('appreciation', '0004_alter_appreciation_legacy_location_and_more'),
+    ]
+
+    operations = []

apps/appreciation/migrations/0006_appreciation_reference_number_and_more.py

@@ -0,0 +1,35 @@
+# Generated by Django 6.0.1 on 2026-06-14 10:48
+
+import django.db.models.deletion
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('appreciation', '0005_remove_sub_subsection'),
+        ('organizations', '0014_remove_department_manager_1st'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='appreciation',
+            name='reference_number',
+            field=models.CharField(blank=True, db_index=True, max_length=40, null=True, unique=True),
+        ),
+        migrations.AlterField(
+            model_name='appreciation',
+            name='legacy_location',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.legacylocation'),
+        ),
+        migrations.AlterField(
+            model_name='appreciation',
+            name='legacy_main_section',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.legacymainsection'),
+        ),
+        migrations.AlterField(
+            model_name='appreciation',
+            name='legacy_subsection',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='appreciations', to='organizations.legacysubsection'),
+        ),
+    ]

apps/appreciation/models.py

@@ -8,7 +8,7 @@ This module implements the appreciation system that:
 - Integrates with the notification system
 """
 
-from django.contrib.contenttypes.fields import GenericForeignKey
+from django.contrib.contenttypes.fields import GenericForeignKey, GenericRelation
 from django.contrib.contenttypes.models import ContentType
 from django.db import models
 
@@ -25,6 +25,15 @@ class AppreciationStatus(models.TextChoices):
     ACKNOWLEDGED = "acknowledged", "Acknowledged"
 
 
+VALID_APPRECIATION_TRANSITIONS = {
+    AppreciationStatus.DRAFT: {AppreciationStatus.ACTIVATED},
+    AppreciationStatus.ACTIVATED: {AppreciationStatus.AI_ANALYZED, AppreciationStatus.SENT},
+    AppreciationStatus.AI_ANALYZED: {AppreciationStatus.SENT},
+    AppreciationStatus.SENT: {AppreciationStatus.ACKNOWLEDGED},
+    AppreciationStatus.ACKNOWLEDGED: set(),
+}
+
+
 class AppreciationVisibility(models.TextChoices):
     """Appreciation visibility choices"""
 
@@ -128,29 +137,38 @@ class Appreciation(UUIDModel, TimeStampedModel, SoftDeleteModel):
 
     # Organization context
     hospital = models.ForeignKey("organizations.Hospital", on_delete=models.CASCADE, related_name="appreciations")
-    location = models.ForeignKey(
+    legacy_location = models.ForeignKey(
-        "organizations.Location",
+        "organizations.LegacyLocation",
         on_delete=models.SET_NULL,
         null=True,
         blank=True,
         related_name="appreciations",
-        help_text="Location where the appreciation event occurred",
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
     )
-    main_section = models.ForeignKey(
+    legacy_main_section = models.ForeignKey(
-        "organizations.MainSection",
+        "organizations.LegacyMainSection",
         on_delete=models.SET_NULL,
         null=True,
         blank=True,
         related_name="appreciations",
-        help_text="Main section within the location",
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
     )
-    subsection = models.ForeignKey(
+    legacy_subsection = models.ForeignKey(
-        "organizations.SubSection",
+        "organizations.LegacySubSection",
         on_delete=models.SET_NULL,
         null=True,
         blank=True,
         related_name="appreciations",
-        help_text="Specific subsection",
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
+    )
+    # New hierarchy (from 4th Version Excel)
+    section = models.ForeignKey(
+        "organizations.Section",
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name="appreciations_new",
+        help_text="Section within department",
     )
     department = models.ForeignKey(
         "organizations.Department",
@@ -176,6 +194,9 @@ class Appreciation(UUIDModel, TimeStampedModel, SoftDeleteModel):
         max_length=20, choices=AppreciationStatus.choices, default=AppreciationStatus.DRAFT, db_index=True
     )
 
+    # Reference number (unified format APR-YYYYMM-HOSP-NNNN; internal-only, not publicly trackable)
+    reference_number = models.CharField(max_length=40, unique=True, blank=True, null=True, db_index=True)
+
     # Anonymous option
     is_anonymous = models.BooleanField(default=False, help_text="Hide sender identity from recipient")
 
@@ -202,6 +223,8 @@ class Appreciation(UUIDModel, TimeStampedModel, SoftDeleteModel):
     # Metadata
     metadata = models.JSONField(default=dict, blank=True)
 
+    notes = GenericRelation("core.Note")
+
     class Meta:
         ordering = ["-created_at"]
         indexes = [
@@ -217,6 +240,36 @@ class Appreciation(UUIDModel, TimeStampedModel, SoftDeleteModel):
         recipient_name = self.get_recipient_name()
         return f"Appreciation to {recipient_name} ({self.status})"
 
+    def save(self, *args, **kwargs):
+        if not self.reference_number:
+            from apps.core.reference import generate_reference
+
+            self.reference_number = generate_reference("APR", self.hospital)
+        super().save(*args, **kwargs)
+
+    def get_owner(self):
+        """
+        Returns the owner of this appreciation.
+        Cascade: section(champion, supervisor, deputy_supervisor)
+        -> department(champion, deputy_manager, supervisor,
+           deputy_supervisor, manager_2nd, manager_3rd).
+        Returns: Staff instance or None.
+        """
+        if self.section:
+            for role in ("champion", "supervisor", "deputy_supervisor"):
+                owner = getattr(self.section, role, None)
+                if owner:
+                    return owner
+        if self.department:
+            dept = self.department
+            for role in ("champion", "deputy_manager",
+                         "supervisor", "deputy_supervisor",
+                         "manager_2nd", "manager_3rd"):
+                owner = getattr(dept, role, None)
+                if owner:
+                    return owner
+        return None
+
     def get_localized_message(self):
         from django.utils.translation import get_language
 
@@ -228,7 +281,7 @@ class Appreciation(UUIDModel, TimeStampedModel, SoftDeleteModel):
         """Get recipient's name"""
         try:
             return str(self.recipient)
-        except:
+        except Exception:
             return "Unknown"
 
     def get_recipient_email(self):
@@ -238,7 +291,7 @@ class Appreciation(UUIDModel, TimeStampedModel, SoftDeleteModel):
                 return self.recipient.email
             elif hasattr(self.recipient, "user"):
                 return self.recipient.user.email
-        except:
+        except Exception:
             pass
         return None
 
@@ -249,13 +302,16 @@ class Appreciation(UUIDModel, TimeStampedModel, SoftDeleteModel):
                 return self.recipient.phone
             elif hasattr(self.recipient, "user"):
                 return self.recipient.user.phone
-        except:
+        except Exception:
             pass
         return None
 
     def activate(self, activated_by=None):
         from django.utils import timezone
 
+        if self.status != AppreciationStatus.DRAFT:
+            raise ValueError(f"Cannot activate appreciation in '{self.status}' status. Must be in 'draft'.")
+
         self.status = AppreciationStatus.ACTIVATED
         self.activated_at = timezone.now()
         self.activated_by = activated_by
@@ -264,6 +320,9 @@ class Appreciation(UUIDModel, TimeStampedModel, SoftDeleteModel):
     def mark_ai_analyzed(self, analysis_data):
         from django.utils import timezone
 
+        if self.status != AppreciationStatus.ACTIVATED:
+            raise ValueError(f"Cannot mark as AI analyzed from '{self.status}' status. Must be in 'activated'.")
+
         self.status = AppreciationStatus.AI_ANALYZED
         self.ai_analyzed_at = timezone.now()
         self.ai_analysis = analysis_data
@@ -273,6 +332,9 @@ class Appreciation(UUIDModel, TimeStampedModel, SoftDeleteModel):
         """Send appreciation and trigger notification"""
         from django.utils import timezone
 
+        if self.status not in (AppreciationStatus.ACTIVATED, AppreciationStatus.AI_ANALYZED):
+            raise ValueError(f"Cannot send appreciation in '{self.status}' status. Must be 'activated' or 'ai_analyzed'.")
+
         self.status = AppreciationStatus.SENT
         self.sent_at = timezone.now()
         self.save(update_fields=["status", "sent_at"])
@@ -283,13 +345,15 @@ class Appreciation(UUIDModel, TimeStampedModel, SoftDeleteModel):
         """Mark appreciation as acknowledged"""
         from django.utils import timezone
 
+        if self.status != AppreciationStatus.SENT:
+            raise ValueError(f"Cannot acknowledge appreciation in '{self.status}' status. Must be in 'sent'.")
+
         self.status = AppreciationStatus.ACKNOWLEDGED
         self.acknowledged_at = timezone.now()
         self.save(update_fields=["status", "acknowledged_at"])
 
     def send_notification(self):
-        """Send notification to recipient"""
+        """Send notification to recipient — handled by post_save signal."""
-        # This will be implemented in signals.py
         pass
 
 
@@ -405,7 +469,7 @@ class UserBadge(UUIDModel, TimeStampedModel):
         """Get recipient's name"""
         try:
             return str(self.recipient)
-        except:
+        except Exception:
             return "Unknown"
 
 
@@ -464,5 +528,5 @@ class AppreciationStats(UUIDModel, TimeStampedModel):
         """Get recipient's name"""
         try:
             return str(self.recipient)
-        except:
+        except Exception:
             return "Unknown"

apps/appreciation/signals.py

@@ -6,11 +6,15 @@ This module handles:
 - Updating statistics when appreciations are created
 - Checking and awarding badges
 """
+import logging
+
 from django.db.models import Q
 from django.db.models.signals import post_save
 from django.dispatch import receiver
 from django.utils import timezone
 
+logger = logging.getLogger(__name__)
+
 from apps.appreciation.models import (
     Appreciation,
     AppreciationBadge,
@@ -49,8 +53,9 @@ def send_appreciation_notification(appreciation):
     Uses the notification system to send email/SMS/WhatsApp.
     Also sends email to department heads.
     """
+    notification_success = False
     try:
-        from apps.notifications.services import send_email, send_sms
+        from apps.notifications.services import send_email, send_sms, get_email_header_html
 
         recipient_email = appreciation.get_recipient_email()
         recipient_phone = appreciation.get_recipient_phone()
@@ -61,23 +66,11 @@ def send_appreciation_notification(appreciation):
         )
 
         html_message = f"""
-        <!DOCTYPE html>
+        <div style="font-family: 'Segoe UI', Tahoma, sans-serif; max-width: 600px; margin: 0 auto; background: white; border-radius: 12px; overflow: hidden; box-shadow: 0 4px 6px rgba(0,0,0,0.1);">
-        <html>
+            {get_email_header_html()}
-        <head><style>
+            <div style="padding: 30px;">
-            body {{ font-family: 'Segoe UI', Tahoma, sans-serif; background: #f8fafc; margin: 0; padding: 20px; }}
+                <h2 style="color: #005696; margin-top: 0;">&#127775; Staff Appreciation</h2>
-            .container {{ max-width: 600px; margin: 0 auto; background: white; border-radius: 12px; overflow: hidden; box-shadow: 0 4px 6px rgba(0,0,0,0.1); }}
+                <div style="background: #eef6fb; border-left: 4px solid #005696; padding: 20px; margin: 20px 0;">
-            .header {{ background: linear-gradient(135deg, #005696 0%, #007bbd 100%); padding: 30px; text-align: center; color: white; }}
-            .content {{ padding: 30px; }}
-            .appreciation-box {{ background: #eef6fb; border-left: 4px solid #005696; padding: 20px; margin: 20px 0; }}
-            .personal-note {{ background: #fffbeb; border-left: 4px solid #f59e0b; padding: 20px; margin: 20px 0; }}
-        </style></head>
-        <body>
-            <div class="container">
-                <div class="header">
-                    <h1>&#127775; Staff Appreciation</h1>
-                </div>
-                <div class="content">
-                    <div class="appreciation-box">
                     <strong>From:</strong> {sender_name}<br>
                     <strong>Hospital:</strong> {appreciation.hospital.name}<br>
                     {f'<strong>Category:</strong> {appreciation.category.name_en}<br>' if appreciation.category else ''}
@@ -85,12 +78,10 @@ def send_appreciation_notification(appreciation):
                     <strong>Message:</strong><br>
                     {appreciation.message_en}
                 </div>
-                    {f'<div class="personal-note"><strong>Personal Note from {sender_name}:</strong><br>{appreciation.custom_message}</div>' if appreciation.custom_message else ''}
+                {f'<div style="background: #fffbeb; border-left: 4px solid #f59e0b; padding: 20px; margin: 20px 0;"><strong>Personal Note from {sender_name}:</strong><br>{appreciation.custom_message}</div>' if appreciation.custom_message else ''}
                 <p>Congratulations on this recognition! Your dedication is truly appreciated.</p>
             </div>
         </div>
-        </body>
-        </html>
         """
 
         message_en = f"You've received an appreciation from {sender_name}!"
@@ -116,8 +107,9 @@ def send_appreciation_notification(appreciation):
                     html_message=html_message,
                     related_object=appreciation,
                 )
+                notification_success = True
             except Exception as e:
-                print(f"Failed to send appreciation email: {e}")
+                logger.error(f"Failed to send appreciation email: {e}")
 
         if recipient_phone:
             try:
@@ -126,24 +118,27 @@ def send_appreciation_notification(appreciation):
                     message=message_en,
                     related_object=appreciation,
                 )
+                notification_success = True
             except Exception as e:
-                print(f"Failed to send appreciation SMS: {e}")
+                logger.error(f"Failed to send appreciation SMS: {e}")
 
         _send_department_head_notification(appreciation, sender_name)
         _send_cc_notifications(appreciation, sender_name, html_message, message_en)
+        notification_success = True
 
     except ImportError as e:
-        print(f"Notification service not available: {e}")
+        logger.warning(f"Notification service not available: {e}")
     except Exception as e:
-        print(f"Error sending appreciation notification: {e}")
+        logger.error(f"Error sending appreciation notification: {e}")
 
+    if notification_success:
         appreciation.notification_sent = True
         appreciation.notification_sent_at = timezone.now()
         appreciation.save(update_fields=['notification_sent', 'notification_sent_at'])
 
 
 def _send_department_head_notification(appreciation, sender_name):
-    from apps.notifications.services import send_email as notify_send_email
+    from apps.notifications.services import send_email as notify_send_email, get_email_header_html
     from apps.organizations.models import Staff
 
     if not appreciation.department:
@@ -168,22 +163,11 @@ def _send_department_head_notification(appreciation, sender_name):
     recipient_name = appreciation.get_recipient_name() if appreciation.recipient else "N/A"
 
     html = f"""
-    <!DOCTYPE html>
+    <div style="font-family: 'Segoe UI', Tahoma, sans-serif; max-width: 600px; margin: 0 auto; background: white; border-radius: 12px; overflow: hidden; box-shadow: 0 4px 6px rgba(0,0,0,0.1);">
-    <html>
+        {get_email_header_html()}
-    <head><style>
+        <div style="padding: 30px;">
-        body {{ font-family: 'Segoe UI', Tahoma, sans-serif; background: #f8fafc; margin: 0; padding: 20px; }}
+            <h2 style="color: #005696; margin-top: 0;">&#127775; New Appreciation in Your Department</h2>
-        .container {{ max-width: 600px; margin: 0 auto; background: white; border-radius: 12px; overflow: hidden; box-shadow: 0 4px 6px rgba(0,0,0,0.1); }}
+            <div style="background: #ecfdf5; border-left: 4px solid #10b981; padding: 20px; margin: 20px 0;">
-        .header {{ background: linear-gradient(135deg, #10b981 0%, #059669 100%); padding: 30px; text-align: center; color: white; }}
-        .content {{ padding: 30px; }}
-        .info-box {{ background: #ecfdf5; border-left: 4px solid #10b981; padding: 20px; margin: 20px 0; }}
-    </style></head>
-    <body>
-        <div class="container">
-            <div class="header">
-                <h1>&#127775; New Appreciation in Your Department</h1>
-            </div>
-            <div class="content">
-                <div class="info-box">
                 <strong>Staff Member:</strong> {recipient_name}<br>
                 <strong>Department:</strong> {dept.name_en or dept.name}<br>
                 <strong>From:</strong> {sender_name}<br>
@@ -195,8 +179,6 @@ def _send_department_head_notification(appreciation, sender_name):
             <p>A staff member in your department has received an appreciation. Please acknowledge their good work.</p>
         </div>
     </div>
-    </body>
-    </html>
     """
 
     plain_message = (
@@ -215,7 +197,7 @@ def _send_department_head_notification(appreciation, sender_name):
                 related_object=appreciation,
             )
         except Exception as e:
-            print(f"Failed to send department head notification: {e}")
+            logger.error(f"Failed to send department head notification: {e}")
 
 
 def _send_cc_notifications(appreciation, sender_name, html_message, plain_message):
@@ -239,7 +221,7 @@ def _send_cc_notifications(appreciation, sender_name, html_message, plain_messag
                 related_object=appreciation,
             )
         except Exception as e:
-            print(f"Failed to send CC notification to {cc_email}: {e}")
+            logger.error(f"Failed to send CC notification to {cc_email}: {e}")
 
 
 def update_appreciation_stats(instance):
@@ -248,12 +230,12 @@ def update_appreciation_stats(instance):
     
     Creates or updates monthly statistics.
     """
-    # Get current year and month
+    from django.db.models import F
+    
     now = timezone.now()
     year = now.year
     month = now.month
     
-    # Get or create stats record
     stats, created = AppreciationStats.objects.get_or_create(
         recipient_content_type=instance.recipient_content_type,
         recipient_object_id=instance.recipient_object_id,
@@ -269,20 +251,18 @@ def update_appreciation_stats(instance):
         }
     )
     
-    # Update received count
+    AppreciationStats.objects.filter(pk=stats.pk).update(
-    stats.received_count += 1
+        received_count=F('received_count') + 1,
+        sent_count=F('sent_count') + 1,
+    )
+    stats.refresh_from_db()
     
-    # Update category breakdown
     if instance.category:
         category_breakdown = stats.category_breakdown or {}
         category_id_str = str(instance.category.id)
         category_breakdown[category_id_str] = category_breakdown.get(category_id_str, 0) + 1
-        stats.category_breakdown = category_breakdown
+        AppreciationStats.objects.filter(pk=stats.pk).update(category_breakdown=category_breakdown)
     
-    # Save stats
-    stats.save()
-    
-    # Recalculate rankings
     recalculate_rankings(instance.hospital, year, month, instance.department)
 
 
@@ -374,6 +354,31 @@ def check_and_award_badges(instance):
                 appreciation_count=count,
             )
 
+            # Notify the user
+            try:
+                from django.contrib.auth import get_user_model
+                User = get_user_model()
+                user = User.objects.filter(pk=recipient_object_id).first()
+                if user and user.email:
+                    from apps.notifications.services import NotificationService, get_email_header_html
+                    NotificationService.send_email(
+                        email=user.email,
+                        subject=f"You earned a badge: {badge.name_en}!",
+                        message=f"Congratulations! You've earned the \"{badge.name_en}\" badge for receiving {count} appreciations.",
+                        html_message=f"""
+<div style="font-family: 'Segoe UI', Tahoma, sans-serif; max-width: 600px; margin: 0 auto; border: 1px solid #e5e7eb; border-radius: 8px; overflow: hidden;">
+    {get_email_header_html()}
+    <div style="padding: 20px;">
+        <h2 style="color: #005696; font-size: 18px; margin: 0 0 12px 0;">Congratulations!</h2>
+        <p style="margin: 0 0 12px 0;">You've earned the <strong>{badge.name_en}</strong> badge for receiving <strong>{count}</strong> appreciations.</p>
+        <p style="margin: 0; color: #6b7280;">Keep up the great work!</p>
+    </div>
+</div>
+""",
+                    )
+            except Exception as e:
+                logger.error(f"Failed to send badge award notification: {e}")
+
 
 def check_badge_criteria(badge, content_type, object_id, hospital):
     """
@@ -444,26 +449,80 @@ def get_appreciation_count(content_type, object_id, criteria_type):
             sent_at__year=now.year,
             sent_at__month=now.month,
         ).count()
+    elif criteria_type == 'diverse_senders':
+        return Appreciation.objects.filter(
+            recipient_content_type=content_type,
+            recipient_object_id=object_id,
+            status=AppreciationStatus.SENT,
+        ).values('sender').distinct().count()
+    elif criteria_type == 'streak_weeks':
+        return check_appreciation_streak_count(content_type, object_id)
     return 0
 
 
+def check_appreciation_streak_count(content_type, object_id):
+    """Count consecutive weeks of appreciation ending at current week."""
+    from datetime import timedelta
+
+    now = timezone.now()
+    streak = 0
+
+    current_week_start = now - timedelta(days=now.weekday())
+    current_week_start = current_week_start.replace(hour=0, minute=0, second=0, microsecond=0)
+    if Appreciation.objects.filter(
+        recipient_content_type=content_type,
+        recipient_object_id=object_id,
+        status=AppreciationStatus.SENT,
+        sent_at__gte=current_week_start,
+        sent_at__lte=now,
+    ).exists():
+        streak += 1
+
+    for i in range(1, 52):
+        week_start = current_week_start - timedelta(weeks=i)
+        week_end = current_week_start - timedelta(weeks=i - 1)
+        if Appreciation.objects.filter(
+            recipient_content_type=content_type,
+            recipient_object_id=object_id,
+            status=AppreciationStatus.SENT,
+            sent_at__gte=week_start,
+            sent_at__lt=week_end,
+        ).exists():
+            streak += 1
+        else:
+            break
+
+    return streak
+
+
 def check_appreciation_streak(content_type, object_id, required_weeks):
     """
     Check if recipient has appreciation streak for required weeks.
     
     Returns True if streak meets or exceeds required_weeks.
+    Includes the current partial week.
     """
     from datetime import timedelta
     
     now = timezone.now()
-    current_week = 0
+    current_week_start = now - timedelta(days=now.weekday())
+    current_week_start = current_week_start.replace(hour=0, minute=0, second=0, microsecond=0)
     
-    # Check week by week going backwards
+    streak = 0
-    for i in range(required_weeks):
+    
-        week_start = now - timedelta(weeks=i+1)
+    if Appreciation.objects.filter(
-        week_end = now - timedelta(weeks=i)
+        recipient_content_type=content_type,
+        recipient_object_id=object_id,
+        status=AppreciationStatus.SENT,
+        sent_at__gte=current_week_start,
+        sent_at__lte=now,
+    ).exists():
+        streak += 1
+
+    for i in range(1, required_weeks):
+        week_start = current_week_start - timedelta(weeks=i)
+        week_end = current_week_start - timedelta(weeks=i - 1)
         
-        # Check if there's any appreciation in this week
         has_appreciation = Appreciation.objects.filter(
             recipient_content_type=content_type,
             recipient_object_id=object_id,
@@ -473,8 +532,8 @@ def check_appreciation_streak(content_type, object_id, required_weeks):
         ).exists()
         
         if has_appreciation:
-            current_week += 1
+            streak += 1
         else:
             break
     
-    return current_week >= required_weeks
+    return streak >= required_weeks

apps/appreciation/ui_views.py

@@ -5,6 +5,7 @@ from django.contrib import messages
 from django.contrib.auth.decorators import login_required
 from django.views.decorators.csrf import csrf_exempt
 from django.contrib.contenttypes.models import ContentType
+from django.core.cache import cache
 from django.core.paginator import Paginator
 from django.db.models import Q, Count
 from django.http import JsonResponse
@@ -113,6 +114,10 @@ def appreciation_detail(request, pk):
 
     categories = AppreciationCategory.objects.filter(is_active=True).order_by("order", "name_en")
 
+    from django.contrib.contenttypes.models import ContentType
+    appreciation_ct = ContentType.objects.get_for_model(appreciation)
+    generic_notes = appreciation.notes.select_related("created_by").all()
+
     context = {
         "appreciation": appreciation,
         "metadata": metadata,
@@ -122,6 +127,10 @@ def appreciation_detail(request, pk):
         "can_activate": appreciation.status == AppreciationStatus.DRAFT,
         "can_send": appreciation.status in (AppreciationStatus.ACTIVATED, AppreciationStatus.AI_ANALYZED),
         "is_recipient": False,
+        "content_type_id": appreciation_ct.pk,
+        "object_id": appreciation.pk,
+        "notes": generic_notes,
+        "notes_count": generic_notes.count(),
     }
     return render(request, "appreciation/appreciation_detail.html", context)
 
@@ -191,14 +200,7 @@ def appreciation_activate(request, pk):
         from apps.core.ai_service import AIService
 
         analysis_result = AIService.chat_completion(
-            messages=[
+            prompt=f'Analyze this patient appreciation message and provide:\n'
-                {
-                    "role": "system",
-                    "content": "You are analyzing patient appreciation messages. Always respond with valid JSON.",
-                },
-                {
-                    "role": "user",
-                    "content": f'Analyze this patient appreciation message and provide:\n'
             f'1. A summary of what the patient appreciated (in English and Arabic)\n'
             f'2. Key themes mentioned\n'
             f'3. Suggested category if not already set\n'
@@ -211,9 +213,8 @@ def appreciation_activate(request, pk):
             f'- tone: "warm", "formal", or "casual"\n'
             f'- suggested_response_en: Suggested response in English\n'
             f'- suggested_response_ar: Suggested response in Arabic',
-                },
+            system_prompt="You are analyzing patient appreciation messages. Always respond with valid JSON.",
-            ],
+            response_format="json_object",
-            response_format={"type": "json_object"},
         )
 
         import json
@@ -224,11 +225,8 @@ def appreciation_activate(request, pk):
         import logging
 
         logging.getLogger(__name__).error(f"AI analysis failed for appreciation {appreciation.pk}: {str(e)}")
-        appreciation.status = AppreciationStatus.AI_ANALYZED
-        appreciation.ai_analyzed_at = timezone.now()
-        appreciation.save(update_fields=["status", "ai_analyzed_at"])
 
-    messages.success(request, _("Appreciation activated and AI analysis complete."))
+    messages.success(request, _("Appreciation activated successfully."))
     return redirect("appreciation:appreciation_detail", pk=appreciation.pk)
 
 
@@ -304,6 +302,10 @@ def appreciation_acknowledge(request, pk):
         messages.error(request, "You can only acknowledge appreciations sent to you.")
         return redirect('appreciation:appreciation_detail', pk=pk)
 
+    if appreciation.status != AppreciationStatus.SENT:
+        messages.error(request, "This appreciation cannot be acknowledged in its current status.")
+        return redirect('appreciation:appreciation_detail', pk=pk)
+
     # Acknowledge
     appreciation.acknowledge()
 
@@ -420,8 +422,31 @@ def my_badges_view(request):
     for badge in available_badges:
         earned = queryset.filter(badge=badge).exists()
         progress = 0
-        if badge.criteria_type == 'count':
+        if badge.criteria_type in ('received_count', 'received_month'):
-            progress = min(100, int((total_received / badge.criteria_value) * 100))
+            progress = min(100, int((total_received / badge.criteria_value) * 100)) if badge.criteria_value else 0
+        elif badge.criteria_type == 'diverse_senders':
+            unique_senders = Appreciation.objects.filter(
+                recipient_content_type=user_content_type,
+                recipient_object_id=user.id
+            ).values('sender').distinct().count()
+            progress = min(100, int((unique_senders / badge.criteria_value) * 100)) if badge.criteria_value else 0
+        elif badge.criteria_type == 'streak_weeks':
+            from datetime import timedelta
+            now = timezone.now()
+            streak = 0
+            for i in range(badge.criteria_value):
+                week_start = now - timedelta(weeks=i+1)
+                week_end = now - timedelta(weeks=i)
+                if Appreciation.objects.filter(
+                    recipient_content_type=user_content_type,
+                    recipient_object_id=user.id,
+                    sent_at__gte=week_start,
+                    sent_at__lt=week_end,
+                ).exists():
+                    streak += 1
+                else:
+                    break
+            progress = min(100, int((streak / badge.criteria_value) * 100)) if badge.criteria_value else 0
 
         badge_progress.append({
             'badge': badge,
@@ -692,7 +717,7 @@ def badge_create(request):
             description_ar = request.POST.get('description_ar', '')
             icon = request.POST.get('icon', 'fa-award')
             color = request.POST.get('color', '#FFD700')
-            criteria_type = request.POST.get('criteria_type', 'count')
+            criteria_type = request.POST.get('criteria_type', 'received_count')
             criteria_value = request.POST.get('criteria_value', 5)
             order = request.POST.get('order', 0)
             is_active = request.POST.get('is_active') == 'on'
@@ -761,7 +786,7 @@ def badge_edit(request, pk):
             badge.description_ar = request.POST.get('description_ar', '')
             badge.icon = request.POST.get('icon', 'fa-award')
             badge.color = request.POST.get('color', '#FFD700')
-            badge.criteria_type = request.POST.get('criteria_type', 'count')
+            badge.criteria_type = request.POST.get('criteria_type', 'received_count')
             badge.criteria_value = request.POST.get('criteria_value', 5)
             badge.order = request.POST.get('order', 0)
             badge.is_active = request.POST.get('is_active') == 'on'
@@ -980,6 +1005,13 @@ def public_appreciation_submit(request):
     import logging
     logger = logging.getLogger(__name__)
 
+    client_ip = request.META.get('HTTP_X_FORWARDED_FOR', '').split(',')[0].strip() or request.META.get('REMOTE_ADDR', '')
+    cache_key = f"appreciation_rate:{client_ip}"
+    from django.core.cache import cache
+    if cache.get(cache_key, 0) >= 5:
+        return JsonResponse({"success": False, "message": "Too many requests. Please try again later."}, status=429)
+    cache.set(cache_key, cache.get(cache_key, 0) + 1, 300)
+
     try:
         try:
             data = json.loads(request.body) if request.content_type == 'application/json' else request.POST
@@ -991,9 +1023,8 @@ def public_appreciation_submit(request):
         message = data.get("message", "").strip()
         hospital_id = data.get("hospital", "")
         staff_name = data.get("staff_name", "").strip()
-        location_id = data.get("location", "").strip()
+        department_id = data.get("department", "").strip()
-        main_section_id = data.get("main_section", "").strip()
+        section_id = data.get("section", "").strip()
-        subsection_id = data.get("subsection", "").strip()
 
         if not contact_name or not contact_phone or not message:
             return JsonResponse({"success": False, "message": "Name, phone, and message are required."}, status=400)
@@ -1006,16 +1037,14 @@ def public_appreciation_submit(request):
         except Hospital.DoesNotExist:
             return JsonResponse({"success": False, "message": "Invalid hospital."}, status=400)
 
-        from apps.organizations.models import Location, MainSection, SubSection
+        from apps.organizations.models import Department, Section, OrgSubSection
-        location = Location.objects.filter(id=location_id).first() if location_id else None
+        department = Department.objects.filter(id=department_id).first() if department_id else None
-        main_section = MainSection.objects.filter(id=main_section_id).first() if main_section_id else None
+        section = Section.objects.filter(id=section_id).first() if section_id else None
-        subsection = SubSection.objects.filter(id=subsection_id).first() if subsection_id else None
 
         appreciation = Appreciation(
             hospital=hospital,
-            location=location,
+            department=department,
-            main_section=main_section,
+            section=section,
-            subsection=subsection,
             category=None,
             message_en=message,
             message_ar="",
@@ -1044,7 +1073,7 @@ def public_appreciation_submit(request):
             metadata={"hospital": str(hospital.id), "staff_mentioned": staff_name},
         )
 
-        return JsonResponse({"success": True, "reference": f"APR-{str(appreciation.pk)[:8]}"})
+        return JsonResponse({"success": True, "reference": appreciation.reference_number})
     except Exception as e:
         logger.exception("ERROR in public_appreciation_submit")
         return JsonResponse({"success": False, "message": str(e)}, status=500)

apps/complaints/admin.py

@@ -10,6 +10,7 @@ from .models import (
     ComplaintAttachment,
     ComplaintCategory,
     ComplaintMeeting,
+    ComplaintPdfSummary,
     ComplaintPRInteraction,
     ComplaintSLAConfig,
     ComplaintThreshold,
@@ -134,9 +135,11 @@ class ComplaintAdmin(admin.ModelAdmin):
         "priority",
         "category",
         "source",
-        "location",
+        "legacy_location",
-        "main_section",
+        "legacy_main_section",
-        "subsection",
+        "legacy_subsection",
+        "section",
+        
         "is_overdue",
         "hospital",
         "created_by",
@@ -170,7 +173,7 @@ class ComplaintAdmin(admin.ModelAdmin):
             {"fields": ("patient", "patient_name", "file_number", "encounter_id", "incident_date", "contact_phone")},
         ),
         ("Organization", {"fields": ("hospital", "department", "staff")}),
-        ("Location Hierarchy", {"fields": ("location", "main_section", "subsection")}),
+        ("Location Hierarchy", {"fields": ("legacy_location", "legacy_main_section", "legacy_subsection", "section")}),
         (
             "Complaint Details",
             {
@@ -256,9 +259,11 @@ class ComplaintAdmin(admin.ModelAdmin):
             "hospital",
             "department",
             "staff",
-            "location",
+            "legacy_location",
-            "main_section",
+            "legacy_main_section",
-            "subsection",
+            "legacy_subsection",
+            "section",
+            
             "assigned_to",
             "resolved_by",
             "closed_by",
@@ -275,12 +280,12 @@ class ComplaintAdmin(admin.ModelAdmin):
     def location_hierarchy(self, obj):
         """Display location hierarchy in admin"""
         parts = []
-        if obj.location:
+        if obj.legacy_location:
-            parts.append(obj.location.name_en or obj.location.name_ar or str(obj.location))
+            parts.append(obj.legacy_location.name_en or obj.legacy_location.name_ar or str(obj.legacy_location))
-        if obj.main_section:
+        if obj.legacy_main_section:
-            parts.append(obj.main_section.name_en or obj.main_section.name_ar or str(obj.main_section))
+            parts.append(obj.legacy_main_section.name_en or obj.legacy_main_section.name_ar or str(obj.legacy_main_section))
-        if obj.subsection:
+        if obj.legacy_subsection:
-            parts.append(obj.subsection.name_en or obj.subsection.name_ar or str(obj.subsection))
+            parts.append(obj.legacy_subsection.name_en or obj.legacy_subsection.name_ar or str(obj.legacy_subsection))
 
         if not parts:
             return "—"
@@ -312,8 +317,8 @@ class ComplaintAdmin(admin.ModelAdmin):
             "resolved": "success",
             "closed": "secondary",
             "cancelled": "secondary",
-            "contacted": "info",
+            "pending_external": "info",
-            "contacted_no_response": "danger",
+            "ovr_pending": "warning",
         }
         color = colors.get(obj.status, "secondary")
         return format_html('<span class="badge bg-{0}">{1}</span>', color, obj.get_status_display())
@@ -387,6 +392,21 @@ class ComplaintAttachmentAdmin(admin.ModelAdmin):
         return qs.select_related("complaint", "uploaded_by")
 
 
+@admin.register(ComplaintPdfSummary)
+class ComplaintPdfSummaryAdmin(admin.ModelAdmin):
+    """PDF summary admin"""
+
+    list_display = ["complaint", "file_size", "created_at"]
+    search_fields = ["complaint__reference_number"]
+    ordering = ["-created_at"]
+
+    readonly_fields = ["file_size", "created_at", "updated_at"]
+
+    def get_queryset(self, request):
+        qs = super().get_queryset(request)
+        return qs.select_related("complaint")
+
+
 @admin.register(ComplaintUpdate)
 class ComplaintUpdateAdmin(admin.ModelAdmin):
     """Complaint update admin"""
@@ -1008,7 +1028,7 @@ class GovernmentTicketAdmin(admin.ModelAdmin):
         "ticket_number",
         "source",
         "complainant_name",
-        "main_section",
+        "legacy_main_section",
         "received_date",
         "status",
         "converted_to_complaint",
@@ -1033,7 +1053,7 @@ class GovernmentTicketAdmin(admin.ModelAdmin):
     fieldsets = (
         ("Source", {"fields": ("source", "ticket_number")}),
         ("Complainant", {"fields": ("complainant_name", "national_id", "contact_number")}),
-        ("Location & Section", {"fields": ("location", "main_section", "subsection")}),
+        ("Location & Section", {"fields": ("legacy_location", "legacy_main_section", "legacy_subsection", "section")}),
         ("Dates", {"fields": ("received_date",)}),
         ("Content", {"fields": ("classification", "content")}),
         ("Status & Assignment", {"fields": ("status", "assigned_to")}),
@@ -1045,4 +1065,4 @@ class GovernmentTicketAdmin(admin.ModelAdmin):
 
     def get_queryset(self, request):
         qs = super().get_queryset(request)
-        return qs.select_related("source", "location", "main_section", "assigned_to", "complaint")
+        return qs.select_related("source", "legacy_location", "legacy_main_section", "section", "assigned_to", "complaint")

apps/complaints/forms.py

@@ -27,7 +27,7 @@ from apps.complaints.models import (
 )
 from apps.core.models import PriorityChoices, SeverityChoices
 from apps.core.form_mixins import HospitalFieldMixin, DepartmentFieldMixin
-from apps.organizations.models import Department, Hospital, Patient, Staff
+from apps.organizations.models import Area, Department, Hospital, LocationType, Patient, Staff, Section
 
 
 class MultiFileInput(forms.FileInput):
@@ -137,31 +137,28 @@ class PublicComplaintForm(forms.ModelForm):
         widget=forms.Select(attrs={"class": "form-control", "id": "department_select"}),
     )
 
-    # Complaint Details - Location Hierarchy
+    # Location Type and Area
-    location = forms.ModelChoiceField(
+    location_type = forms.ChoiceField(
-        label=_("Location"),
+        label=_("Location Type"),
-        queryset=None,
+        choices=[("", _("Select Location Type"))] + list(LocationType.choices),
-        empty_label=_("Select Location"),
         required=True,
-        widget=forms.Select(attrs={"class": "form-control", "id": "location_select", "data-action": "load-sections"}),
+        widget=forms.Select(attrs={"class": "form-control", "id": "location_type_select"}),
     )
 
-    main_section = forms.ModelChoiceField(
+    area = forms.ModelChoiceField(
+        label=_("Area (Optional)"),
+        queryset=Area.objects.none(),
+        empty_label=_("Select Area"),
+        required=False,
+        widget=forms.Select(attrs={"class": "form-control", "id": "area_select"}),
+    )
+
+    section = forms.ModelChoiceField(
         label=_("Section"),
-        queryset=None,
+        queryset=Section.objects.none(),
         empty_label=_("Select Section"),
-        required=True,
+        required=False,
-        widget=forms.Select(
+        widget=forms.Select(attrs={"class": "form-control", "id": "section_select"}),
-            attrs={"class": "form-control", "id": "main_section_select", "data-action": "load-subsections"}
-        ),
-    )
-
-    subsection = forms.ModelChoiceField(
-        label=_("Subsection"),
-        queryset=None,
-        empty_label=_("Select Subsection"),
-        required=True,
-        widget=forms.Select(attrs={"class": "form-control", "id": "subsection_select"}),
     )
 
     staff_name = forms.CharField(
@@ -212,11 +209,11 @@ class PublicComplaintForm(forms.ModelForm):
         widget=forms.HiddenInput(),
     )
 
-    # Source type - always external for public complaints
+    # Source type - always internal for public complaints
     complaint_source_type = forms.ChoiceField(
         label=_("Complaint Source Type"),
         choices=ComplaintSourceType.choices,
-        initial=ComplaintSourceType.EXTERNAL,
+        initial=ComplaintSourceType.INTERNAL,
         required=False,
         widget=forms.HiddenInput(),
     )
@@ -240,9 +237,10 @@ class PublicComplaintForm(forms.ModelForm):
             "patient_name",
             "national_id",
             "incident_date",
-            "location",
+            "location_type",
-            "main_section",
+            "area",
-            "subsection",
+            "department",
+            "section",
             "staff_name",
             "complaint_details",
             "expected_result",
@@ -255,46 +253,10 @@ class PublicComplaintForm(forms.ModelForm):
 
     def __init__(self, *args, **kwargs):
         super().__init__(*args, **kwargs)
-        from apps.organizations.models import Location, MainSection, SubSection
 
-        # Initialize cascading dropdowns with empty querysets
+        self.fields["section"].queryset = Section.objects.none()
-        self.fields["main_section"].queryset = MainSection.objects.none()
+        self.fields["area"].queryset = Area.objects.none()
-        self.fields["subsection"].queryset = SubSection.objects.none()
 
-        # Load all locations (no filtering needed)
-        self.fields["location"].queryset = Location.active_locations()
-
-        # Check both initial data and POST data for location to load sections
-        location_id = None
-        if "location" in self.initial:
-            location_id = self.initial["location"]
-        elif "location" in self.data:
-            location_id = self.data["location"]
-
-        if location_id:
-            # Filter sections based on selected location
-            from apps.organizations.models import SubSection
-
-            available_sections = (
-                SubSection.objects.filter(location_id=location_id).values_list("main_section_id", flat=True).distinct()
-            )
-            self.fields["main_section"].queryset = MainSection.objects.filter(id__in=available_sections).order_by(
-                "name_en"
-            )
-
-            # Load subsections if section is selected
-            section_id = None
-            if "main_section" in self.initial:
-                section_id = self.initial["main_section"]
-            elif "main_section" in self.data:
-                section_id = self.data["main_section"]
-
-            if section_id:
-                self.fields["subsection"].queryset = SubSection.objects.filter(
-                    location_id=location_id, main_section_id=section_id
-                ).order_by("name_en")
-
-        # Also filter departments based on hospital if provided
         hospital_id = None
         if "hospital" in self.initial:
             hospital_id = self.initial["hospital"]
@@ -302,10 +264,23 @@ class PublicComplaintForm(forms.ModelForm):
             hospital_id = self.data["hospital"]
 
         if hospital_id:
-            # Filter departments
             self.fields["department"].queryset = Department.objects.filter(
                 hospital_id=hospital_id, status="active"
             ).order_by("name")
+            self.fields["area"].queryset = Area.objects.filter(
+                hospital_id=hospital_id, status="active"
+            ).order_by("name_en")
+
+        department_id = None
+        if "department" in self.initial:
+            department_id = self.initial["department"]
+        elif "department" in self.data:
+            department_id = self.data["department"]
+
+        if department_id:
+            self.fields["section"].queryset = Section.objects.filter(
+                department_id=department_id, status="active"
+            ).order_by("name_en")
 
     def clean_mobile_number(self):
         """Validate mobile number format"""
@@ -380,9 +355,9 @@ class ComplaintForm(HospitalFieldMixin, forms.ModelForm):
     """
     Form for creating complaints by authenticated users.
 
-    Updated to use location hierarchy (Location, Section, Subsection).
+    Uses Category → Department → Section hierarchy.
     Includes new fields for detailed patient information and complaint type.
-    Uses cascading dropdowns for location selection.
+    Uses cascading dropdowns for department/section selection.
 
     Hospital field visibility:
     - PX Admins: See dropdown with all hospitals
@@ -402,7 +377,7 @@ class ComplaintForm(HospitalFieldMixin, forms.ModelForm):
     complaint_source_type = forms.ChoiceField(
         label=_("Complaint Source Type"),
         choices=ComplaintSourceType.choices,
-        initial=ComplaintSourceType.EXTERNAL,
+        initial=ComplaintSourceType.INTERNAL,
         required=False,
         widget=forms.Select(attrs={"class": "form-select", "id": "complaintSourceType"}),
     )
@@ -453,6 +428,21 @@ class ComplaintForm(HospitalFieldMixin, forms.ModelForm):
         widget=forms.Select(attrs={"class": "form-select", "id": "hospitalSelect"}),
     )
 
+    location_type = forms.ChoiceField(
+        label=_("Location Type"),
+        choices=[("", _("Select Location Type"))] + list(LocationType.choices),
+        required=True,
+        widget=forms.Select(attrs={"class": "form-select", "id": "locationTypeSelect"}),
+    )
+
+    area = forms.ModelChoiceField(
+        label=_("Area"),
+        queryset=Area.objects.none(),
+        empty_label=_("Select Area (optional)"),
+        required=False,
+        widget=forms.Select(attrs={"class": "form-select", "id": "areaSelect"}),
+    )
+
     department = forms.ModelChoiceField(
         label=_("Department"),
         queryset=Department.objects.none(),
@@ -461,6 +451,14 @@ class ComplaintForm(HospitalFieldMixin, forms.ModelForm):
         widget=forms.Select(attrs={"class": "form-select", "id": "departmentSelect"}),
     )
 
+    section = forms.ModelChoiceField(
+        label=_("Section"),
+        queryset=Section.objects.none(),
+        empty_label=_("Select Section (optional)"),
+        required=False,
+        widget=forms.Select(attrs={"class": "form-select", "id": "sectionSelect"}),
+    )
+
     staff = forms.ModelChoiceField(
         label=_("Staff"),
         queryset=Staff.objects.none(),
@@ -469,48 +467,6 @@ class ComplaintForm(HospitalFieldMixin, forms.ModelForm):
         widget=forms.Select(attrs={"class": "form-select", "id": "staffSelect"}),
     )
 
-    encounter_id = forms.CharField(
-        label=_("Encounter ID"),
-        required=False,
-        widget=forms.TextInput(attrs={"class": "form-control", "placeholder": _("Optional encounter/visit ID")}),
-    )
-
-    # Location Hierarchy Fields
-    location = forms.ModelChoiceField(
-        label=_("Location"),
-        queryset=None,
-        empty_label=_("Select Location"),
-        required=True,
-        widget=forms.Select(attrs={"class": "form-select", "id": "locationSelect", "data-action": "load-sections"}),
-    )
-
-    main_section = forms.ModelChoiceField(
-        label=_("Section"),
-        queryset=None,
-        empty_label=_("Select Section"),
-        required=True,
-        widget=forms.Select(
-            attrs={"class": "form-select", "id": "mainSectionSelect", "data-action": "load-subsections"}
-        ),
-    )
-
-    subsection = forms.ModelChoiceField(
-        label=_("Subsection"),
-        queryset=None,
-        empty_label=_("Select Subsection"),
-        required=True,
-        widget=forms.Select(attrs={"class": "form-select", "id": "subsectionSelect"}),
-    )
-
-    staff_name = forms.CharField(
-        label=_("Staff Involved"),
-        max_length=200,
-        required=False,
-        widget=forms.TextInput(
-            attrs={"class": "form-control", "placeholder": _("Name of staff member involved (if known)")}
-        ),
-    )
-
     description = forms.CharField(
         label=_("Description"),
         required=True,
@@ -537,14 +493,12 @@ class ComplaintForm(HospitalFieldMixin, forms.ModelForm):
             "patient_name",
             "national_id",
             "incident_date",
+            "location_type",
+            "area",
             "hospital",
             "department",
-            "location",
+            "section",
-            "main_section",
-            "subsection",
             "staff",
-            "staff_name",
-            "encounter_id",
             "description",
             "expected_result",
         ]
@@ -552,44 +506,16 @@ class ComplaintForm(HospitalFieldMixin, forms.ModelForm):
     def __init__(self, *args, **kwargs):
         # Note: user is handled by HospitalFieldMixin
         super().__init__(*args, **kwargs)
-        from apps.organizations.models import Location, MainSection, SubSection
+        from apps.organizations.models import Section
         from apps.px_sources.models import PXSource
 
         # Initialize cascading dropdowns with empty querysets
-        self.fields["main_section"].queryset = MainSection.objects.none()
+        self.fields["section"].queryset = Section.objects.none()
-        self.fields["subsection"].queryset = SubSection.objects.none()
+        self.fields["area"].queryset = Area.objects.none()
-
-        hospital_id = None
-        if self.data.get("hospital"):
-            hospital_id = self.data.get("hospital")
-        elif self.initial.get("hospital"):
-            hospital_id = self.initial.get("hospital")
-        elif self.request and self.request.user and hasattr(self.request.user, 'hospital') and self.request.user.hospital:
-            hospital_id = self.request.user.hospital.id
-
-        self.fields["location"].queryset = Location.active_locations()
 
         # Load active PX sources for optional selection
         self.fields["source"].queryset = PXSource.objects.filter(is_active=True).order_by("name_en")
 
-        # Populate cascading dropdown querysets based on submitted/initial data
-        location_id = self.data.get("location") or self.initial.get("location")
-        if location_id:
-            available_sections = (
-                SubSection.objects.filter(location_id=location_id)
-                .values_list("main_section_id", flat=True)
-                .distinct()
-            )
-            self.fields["main_section"].queryset = MainSection.objects.filter(
-                id__in=available_sections
-            ).order_by("name_en")
-
-            section_id = self.data.get("main_section") or self.initial.get("main_section")
-            if section_id:
-                self.fields["subsection"].queryset = SubSection.objects.filter(
-                    location_id=location_id, main_section_id=section_id
-                ).order_by("name_en")
-
         # Hospital field is configured by HospitalFieldMixin
         # Now filter departments and staff based on hospital
         hospital_id = None
@@ -615,6 +541,18 @@ class ComplaintForm(HospitalFieldMixin, forms.ModelForm):
                 "first_name", "last_name"
             )
 
+            # Filter areas based on selected hospital
+            self.fields["area"].queryset = Area.objects.filter(
+                hospital_id=hospital_id, status="active"
+            ).order_by("name_en")
+
+        # Populate section dropdown based on selected department
+        department_id = self.data.get("department") or self.initial.get("department")
+        if department_id:
+            self.fields["section"].queryset = Section.objects.filter(
+                department_id=department_id
+            ).order_by("name_en")
+
     def clean_incident_date(self):
         incident_date = self.cleaned_data.get("incident_date")
 
@@ -654,6 +592,21 @@ class InquiryForm(HospitalFieldMixin, forms.ModelForm):
         widget=forms.Select(attrs={"class": "form-select", "id": "hospitalSelect"}),
     )
 
+    location_type = forms.ChoiceField(
+        label=_("Location Type"),
+        choices=[("", _("Select Location Type"))] + list(LocationType.choices),
+        required=True,
+        widget=forms.Select(attrs={"class": "form-select", "id": "locationTypeSelect"}),
+    )
+
+    area = forms.ModelChoiceField(
+        label=_("Area"),
+        queryset=Area.objects.none(),
+        empty_label=_("Select Area (optional)"),
+        required=False,
+        widget=forms.Select(attrs={"class": "form-select", "id": "areaSelect"}),
+    )
+
     department = forms.ModelChoiceField(
         label=_("Department (Optional)"),
         queryset=Department.objects.none(),
@@ -702,30 +655,12 @@ class InquiryForm(HospitalFieldMixin, forms.ModelForm):
         label=_("Contact Email"), required=False, widget=forms.EmailInput(attrs={"class": "form-control"})
     )
 
-    location = forms.ModelChoiceField(
+    section = forms.ModelChoiceField(
-        label=_("Location"),
-        queryset=None,
-        empty_label=_("Select Location"),
-        required=False,
-        widget=forms.Select(attrs={"class": "form-select", "id": "locationSelect", "data-action": "load-sections"}),
-    )
-
-    main_section = forms.ModelChoiceField(
         label=_("Section"),
         queryset=None,
         empty_label=_("Select Section"),
         required=False,
-        widget=forms.Select(
+        widget=forms.Select(attrs={"class": "form-select", "id": "sectionSelect"}),
-            attrs={"class": "form-select", "id": "mainSectionSelect", "data-action": "load-subsections"}
-        ),
-    )
-
-    subsection = forms.ModelChoiceField(
-        label=_("Subsection"),
-        queryset=None,
-        empty_label=_("Select Subsection"),
-        required=False,
-        widget=forms.Select(attrs={"class": "form-select", "id": "subsectionSelect"}),
     )
 
     priority = forms.ChoiceField(
@@ -771,15 +706,15 @@ class InquiryForm(HospitalFieldMixin, forms.ModelForm):
         fields = [
             "patient",
             "hospital",
+            "location_type",
+            "area",
             "department",
             "subject",
             "message",
             "contact_name",
             "contact_phone",
             "contact_email",
-            "location",
+            "section",
-            "main_section",
-            "subsection",
             "priority",
             "source",
             "is_outgoing",
@@ -790,35 +725,17 @@ class InquiryForm(HospitalFieldMixin, forms.ModelForm):
         # Note: user is handled by HospitalFieldMixin
         super().__init__(*args, **kwargs)
 
-        from apps.organizations.models import Location, MainSection, SubSection
+        from apps.organizations.models import Section
         from apps.px_sources.models import PXSource
 
-        self.fields["main_section"].queryset = MainSection.objects.none()
+        self.fields["section"].queryset = Section.objects.none()
-        self.fields["subsection"].queryset = SubSection.objects.none()
+        self.fields["area"].queryset = Area.objects.none()
-        self.fields["location"].queryset = Location.objects.none()
 
         # Load active PX sources for optional selection
         self.fields["source"].queryset = PXSource.objects.filter(is_active=True).order_by("name_en")
         self.fields["source"].empty_label = "Select source (optional)"
         self.fields["source"].required = False
 
-        location_id = self.data.get("location") or self.initial.get("location")
-        if location_id:
-            available_sections = (
-                SubSection.objects.filter(location_id=location_id)
-                .values_list("main_section_id", flat=True)
-                .distinct()
-            )
-            self.fields["main_section"].queryset = MainSection.objects.filter(
-                id__in=available_sections
-            ).order_by("name_en")
-
-            section_id = self.data.get("main_section") or self.initial.get("main_section")
-            if section_id:
-                self.fields["subsection"].queryset = SubSection.objects.filter(
-                    location_id=location_id, main_section_id=section_id
-                ).order_by("name_en")
-
         hospital_id = None
         if self.data.get("hospital"):
             hospital_id = self.data.get("hospital")
@@ -838,6 +755,16 @@ class InquiryForm(HospitalFieldMixin, forms.ModelForm):
             self.fields["outgoing_department"].queryset = Department.objects.filter(
                 hospital_id=hospital_id, status="active"
             ).order_by("name")
+            self.fields["area"].queryset = Area.objects.filter(
+                hospital_id=hospital_id, status="active"
+            ).order_by("name_en")
+
+        # Populate section dropdown based on selected department
+        department_id = self.data.get("department") or self.initial.get("department")
+        if department_id:
+            self.fields["section"].queryset = Section.objects.filter(
+                department_id=department_id
+            ).order_by("name_en")
 
 
 class SLAConfigForm(HospitalFieldMixin, forms.ModelForm):
@@ -1054,7 +981,38 @@ class PublicInquiryForm(forms.Form):
         queryset=Hospital.objects.filter(status="active").order_by("name"),
         empty_label=_("Select Hospital"),
         required=True,
-        widget=forms.Select(attrs={"class": "form-control"}),
+        widget=forms.Select(attrs={"class": "form-control", "id": "hospital_select"}),
+    )
+
+    location_type = forms.ChoiceField(
+        label=_("Location Type"),
+        choices=[("", _("Select Location Type"))] + list(LocationType.choices),
+        required=True,
+        widget=forms.Select(attrs={"class": "form-control", "id": "location_type_select"}),
+    )
+
+    area = forms.ModelChoiceField(
+        label=_("Area (Optional)"),
+        queryset=Area.objects.none(),
+        empty_label=_("Select Area"),
+        required=False,
+        widget=forms.Select(attrs={"class": "form-control", "id": "area_select"}),
+    )
+
+    department = forms.ModelChoiceField(
+        label=_("Department (Optional)"),
+        queryset=Department.objects.none(),
+        empty_label=_("Select Department"),
+        required=False,
+        widget=forms.Select(attrs={"class": "form-control", "id": "department_select"}),
+    )
+
+    section = forms.ModelChoiceField(
+        label=_("Section (Optional)"),
+        queryset=Section.objects.none(),
+        empty_label=_("Select Section"),
+        required=False,
+        widget=forms.Select(attrs={"class": "form-control", "id": "section_select"}),
     )
 
     category = forms.ChoiceField(
@@ -1083,6 +1041,36 @@ class PublicInquiryForm(forms.Form):
         widget=forms.Textarea(attrs={"class": "form-control", "rows": 5, "placeholder": _("Describe your inquiry")}),
     )
 
+    def __init__(self, *args, **kwargs):
+        super().__init__(*args, **kwargs)
+        self.fields["area"].queryset = Area.objects.none()
+        self.fields["section"].queryset = Section.objects.none()
+
+        hospital_id = None
+        if "hospital" in self.initial:
+            hospital_id = self.initial["hospital"]
+        elif "hospital" in self.data:
+            hospital_id = self.data["hospital"]
+
+        if hospital_id:
+            self.fields["department"].queryset = Department.objects.filter(
+                hospital_id=hospital_id, status="active"
+            ).order_by("name")
+            self.fields["area"].queryset = Area.objects.filter(
+                hospital_id=hospital_id, status="active"
+            ).order_by("name_en")
+
+        department_id = None
+        if "department" in self.initial:
+            department_id = self.initial["department"]
+        elif "department" in self.data:
+            department_id = self.data["department"]
+
+        if department_id:
+            self.fields["section"].queryset = Section.objects.filter(
+                department_id=department_id, status="active"
+            ).order_by("name_en")
+
 
 class ComplaintInvolvedDepartmentForm(forms.ModelForm):
     """
@@ -1246,9 +1234,8 @@ class GovernmentTicketForm(forms.ModelForm):
             "complainant_name",
             "national_id",
             "contact_number",
-            "location",
+            "department",
-            "main_section",
+            "section",
-            "subsection",
             "received_date",
             "classification",
             "content",
@@ -1286,11 +1273,8 @@ class GovernmentTicketForm(forms.ModelForm):
         self.fields["source"].queryset = self.fields["source"].queryset.filter(
             source_type="government", is_active=True
         )
-        self.fields["main_section"].required = False
-        self.fields["subsection"].required = False
         self.fields["national_id"].required = False
         self.fields["contact_number"].required = False
-        self.fields["location"].required = False
         self.fields["classification"].required = False
         self.fields["assigned_to"].required = False
 
@@ -1298,15 +1282,11 @@ class GovernmentTicketForm(forms.ModelForm):
             from apps.core.utils import get_assignable_users
             self.fields["assigned_to"].queryset = get_assignable_users(hospital)
 
-        from apps.organizations.models import Location, MainSection, SubSection
+        from apps.organizations.models import Section
         if args and args[0]:
-            self.fields["location"].queryset = Location.objects.all()
+            self.fields["section"].queryset = Section.objects.all()
-            self.fields["main_section"].queryset = MainSection.objects.all()
-            self.fields["subsection"].queryset = SubSection.objects.all()
         else:
-            self.fields["location"].queryset = Location.objects.none()
+            self.fields["section"].queryset = Section.objects.none()
-            self.fields["main_section"].queryset = MainSection.objects.none()
-            self.fields["subsection"].queryset = SubSection.objects.none()
 
     def clean_ticket_number(self):
         ticket_number = self.cleaned_data.get("ticket_number")

apps/complaints/management/commands/arabic_dept_mapping.py

@@ -0,0 +1,404 @@
+"""
+Arabic sub-department name -> Department code mapping.
+
+Used by complaint import scripts to set the `department` FK based on the
+Arabic القسم الفرعي (sub-department) column in the historical Excel files.
+
+All codes target HH-N (Al Nuzha) since historical data is from that hospital.
+"""
+
+import re
+
+
+def normalize_arabic(text: str) -> str:
+    if not text:
+        return ""
+    text = str(text).strip()
+    text = text.replace("\u0623", "\u0627")  # أ → ا
+    text = text.replace("\u0625", "\u0627")  # إ → ا
+    text = text.replace("\u0622", "\u0627")  # آ → ا
+    text = text.replace("\u0649", "\u064a")  # ى → ي
+    text = re.sub(r"\s+", " ", text)
+    text = text.strip()
+    return text
+
+
+# Canonical Arabic name → department code
+# All codes are HH-N (Nuzha) department codes
+ARABIC_TO_DEPT_CODE = {
+    # Pharmacy
+    "قسم الصيدلية": "hh_n_pharmacy_department",
+    "صيدلية الطوارئ": "hh_n_pharmacy_department",
+    "قسم الصيدلية - السويدي": "hh_n_pharmacy_department",
+    # Laboratory
+    "قسم المختبر": "hh_n_laboratory_department",
+    "استقبال المختبر": "hh_n_laboratory_department",
+    "بنك الدم": "hh_n_laboratory_department",
+    # Medical Approvals
+    "قسم الموافقات الطبية": "hh_n_medical_approvals_department",
+    "الموافقات الطبية": "hh_n_medical_approvals_department",
+    # Medical Records
+    "قسم التقارير الطبية": "hh_n_medical_records_department",
+    # Financial
+    "قسم المالية": "hh_n_financial_collection___claims_department",
+    # Dental
+    "عيادات الأسنان": "hh_n_dental_department",
+    # Ophthalmology
+    "عيادات العيون": "hh_n_ophthalmology_department",
+    "عيادات جراحة العيون": "hh_n_ophthalmology_department",
+    "فني فحص النظر": "hh_n_ophthalmology_department",
+    # Dermatology
+    "عيادات الجلدية": "hh_n_dermatology_department",
+    "عيادات الجلديه": "hh_n_dermatology_department",
+    # OB/GYN
+    "عيادات النساء والولادة": "hh_n_obstetrics___gynecology_department",
+    "تنويم النساء والولادة": "hh_n_obstetrics___gynecology_department",
+    "تنويم النساء والولاده": "hh_n_obstetrics___gynecology_department",
+    "قسم عمليات الولادة": "hh_n_obstetrics___gynecology_department",
+    "تمريض تنويم النساء والولادة": "hh_n_obstetrics___gynecology_department",
+    "تمريض قسم عمليات الولادة": "hh_n_nursing_department",
+    # Pediatric
+    "عيادات الأطفال": "hh_n_pediatric_department",
+    "تنويم الأطفال": "hh_n_pediatric_department",
+    "تنويم الاطفال": "hh_n_pediatric_department",
+    "تمريض تنويم الأطفال": "hh_n_pediatric_department",
+    "تمريض تنويم الاطفال": "hh_n_pediatric_department",
+    "عيادات الأنف والأذن والحنجرة (أطفال)": "hh_n_pediatric_department",
+    "عيادات الصدرية (أطفال)": "hh_n_pediatric_department",
+    "عيادات الجهاز الهمضي والمناظير (أطفال)": "hh_n_pediatric_department",
+    "عيادات جراحة عظام (أطفال)": "hh_n_pediatric_department",
+    "عيادات جراحة المسالك البولية (أطفال)": "hh_n_pediatric_department",
+    "عيادات قلب (أطفال)": "hh_n_pediatric_department",
+    "عيادات المخ والأعصاب (أطفال)": "hh_n_pediatric_department",
+    "عيادات الجراحة العامة (أطفال)": "hh_n_pediatric_department",
+    "تمريض الحضانة": "hh_n_pediatric_department",
+    "وحدة العناية المركزة لحديثي الولادة": "hh_n_pediatric_department",
+    "وحدة العناية المركزة للأطفال": "hh_n_pediatric_department",
+    "قسم الحضانة": "hh_n_pediatric_department",
+    "تمريض وحدة العناية المركزة - أطفال": "hh_n_pediatric_department",
+    "تمريض وحدة العناية لحديثي الولادة": "hh_n_pediatric_department",
+    # Surgery
+    "عيادات جراحة العظام": "hh_n_surgery_department",
+    "عيادات جراحه العظام": "hh_n_surgery_department",
+    "قسم جراحة العظام": "hh_n_surgery_department",
+    "عيادات الجراحة العامة": "hh_n_surgery_department",
+    "قسم الجراحة العامة": "hh_n_surgery_department",
+    "قسم جراحة المسالك البولية": "hh_n_surgery_department",
+    "عيادات جراحة المسالك البولية": "hh_n_surgery_department",
+    "عيادات جراحة الأنف وأذن وحنجرة": "hh_n_surgery_department",
+    "جراحه الانف واذن وحنجره": "hh_n_surgery_department",
+    "عيادات جراحة الأوعية الدموية": "hh_n_surgery_department",
+    "عيادات جراحة المخ والأعصاب": "hh_n_surgery_department",
+    "عيادات جراحة القفص الصدري": "hh_n_surgery_department",
+    "عيادات جراحة العمود الفقري": "hh_n_surgery_department",
+    "عيادات جراحة التجميلية": "hh_n_surgery_department",
+    "عيادات الجراحة التجميلية": "hh_n_surgery_department",
+    "عيادات جراحة سمنة": "hh_n_surgery_department",
+    "قسم جراحة السمنة": "hh_n_surgery_department",
+    "عيادات جراحة الختان": "hh_n_surgery_department",
+    "عيادات جراحة الأورام و الغدد الصماء": "hh_n_surgery_department",
+    "تمريض تنويم الجراحة العامة": "hh_n_surgery_department",
+    "تنويم الجراحة العامة": "hh_n_surgery_department",
+    "تنويم الباطنية": "hh_n_internal_medicine_department",
+    # Internal Medicine
+    "عيادات الباطنية": "hh_n_internal_medicine_department",
+    "عيادات القلب": "hh_n_internal_medicine_department",
+    "عيادات الجهاز الهضمي والمناظير": "hh_n_internal_medicine_department",
+    "قسم الجهاز الهمضي و الكبد والمناظير": "hh_n_internal_medicine_department",
+    "قسم الجهاز الهضمي والكبد والمناظير": "hh_n_internal_medicine_department",
+    "عيادات الصدرية": "hh_n_internal_medicine_department",
+    "عيادات الصدريه": "hh_n_internal_medicine_department",
+    "قسم الصدرية": "hh_n_internal_medicine_department",
+    "عيادات الغدد الصماء": "hh_n_internal_medicine_department",
+    "عيادات المخ والأعصاب": "hh_n_internal_medicine_department",
+    "عيادات الكلى": "hh_n_internal_medicine_department",
+    "عيادات التخدير": "hh_n_anesthesia_department",
+    "عيادات الطب النفسي": "hh_n_internal_medicine_department",
+    "وحدة المناظير": "hh_n_internal_medicine_department",
+    "تمريض تنويم الباطنية": "hh_n_internal_medicine_department",
+    "قسم العلاج الطبيعي": "hh_n_medical_ancillary_services_department",
+    "استقبال العلاج الطبيعي": "hh_n_medical_ancillary_services_department",
+    "العلاج الطبيعي": "hh_n_medical_ancillary_services_department",
+    # Anesthesia
+    "قسم التخدير": "hh_n_anesthesia_department",
+    "تمريض التخدير": "hh_n_anesthesia_department",
+    # Emergency
+    "أطباء الطوارئ": "hh_n_emergency_medicine_department",
+    "استقبال الطوارئ": "hh_n_emergency_administrative_department",
+    "استقبال الطواريء": "hh_n_emergency_administrative_department",
+    "استقبال العيادات الخارجية": "hh_n_outpatient_department",
+    # Critical Care
+    "وحدة العناية المركزة": "hh_n_critical_care_department",
+    "وحدة العناية المتوسطة": "hh_n_critical_care_department",
+    "تمريض وحدة العناية المركزة": "hh_n_critical_care_department",
+    "تمريض وحدة العناية المتوسطة": "hh_n_critical_care_department",
+    "تمريض وحدة طويلي الإقامة": "hh_n_critical_care_department",
+    "وحدة مرضى طويلي الإقامة": "hh_n_critical_care_department",
+    # Nursing
+    "تمريض الطوارئ": "hh_n_nursing_department",
+    "تمريض الطوارى": "hh_n_nursing_department",
+    "تمريض العيادات الخارجية": "hh_n_nursing_department",
+    "تمريض العيادات الخارجيه": "hh_n_nursing_department",
+    "تمريض غرفة التطعيمات": "hh_n_nursing_department",
+    "تمريض غرفة تقديم الأدوية الوريدية (20)": "hh_n_nursing_department",
+    "تمريض قسم العمليات": "hh_n_nursing_department",
+    "تمريض قسم الافاقة": "hh_n_nursing_department",
+    "تمريض قسم الإفاقة": "hh_n_nursing_department",
+    "التمريض": "hh_n_nursing_department",
+    # Radiology
+    "قسم الأشعة": "hh_n_radiology_department",
+    "قسم الاشعة": "hh_n_radiology_department",
+    "استقبال الأشعة": "hh_n_radiology_department",
+    "الأشعة": "hh_n_radiology_department",
+    # Operating Rooms
+    "قسم العمليات": "hh_n_operating_rooms__or__department",
+    # Outpatient / Inpatient administration
+    "إدارة التنويم": "hh_n_inpatient_department",
+    "اداره التنويم": "hh_n_inpatient_department",
+    "مكتب التنويم": "hh_n_inpatient_department",
+    "إدارة العيادات الخارجيه": "hh_n_outpatient_department",
+    "قسم المواعيد": "hh_n_contact_center_department",
+    "قسم السنترال": "hh_n_contact_center_department",
+    "قسم تقنية المعلومات": "hh_n_information_technology_department",
+    # Housekeeping
+    "قسم النظافة": "hh_n_housekeeping___hospitality_department",
+    "النظافة": "hh_n_housekeeping___hospitality_department",
+    "النظافه": "hh_n_housekeeping___hospitality_department",
+    # Security
+    "قسم الأمن": "hh_n_security_department",
+    "قسم الامن": "hh_n_security_department",
+    # Food Services
+    "قسم المطبخ": "hh_n_food_services_department",
+    "المطبخ": "hh_n_food_services_department",
+    "قسم التغذية": "hh_n_food_services_department",
+    # Facility Management
+    "قسم الصيانة": "hh_n_facility_management___maintenance_department",
+    # Executive / Admin
+    "المدير المناوب": "hh_n_executive_administration",
+    "قسم الإدارة": "hh_n_executive_administration",
+    "التنسيق": "hh_n_executive_administration",
+    # Social Services
+    "قسم الخدمة الإجتماعية": "hh_n_inpatient_department",
+    # Patient Affairs
+    "قسم علاقات المرضى": "hh_n_patient_affairs_department",
+    # Medical Ancillary / Respiratory / Audiology / Neurophysiology
+    "فني اختبار السمع": "hh_n_medical_ancillary_services_department",
+    "فني تخطيط القلب": "hh_n_medical_ancillary_services_department",
+    "فني تخطيط المخ والأعصاب": "hh_n_medical_ancillary_services_department",
+    "فني تخطيط المخ والاعصاب": "hh_n_medical_ancillary_services_department",
+    "فني دراسة الجهد القلب": "hh_n_medical_ancillary_services_department",
+    "قسم العلاج التنفسي": "hh_n_medical_ancillary_services_department",
+    # IVF
+    "عيادات العقم والإنجاب": "hh_n_ivf",
+    # Oncology
+    "عيادات جراحة الأورام و الغدد الصماء": "hh_n_oncology_department",
+}
+
+
+# Arabic name → (dept_code, section_name_en)
+# Only entries where we can confidently identify the specific section.
+# Generic names (e.g. "قسم الصيدلية") are excluded — they map to dept only.
+ARABIC_TO_SECTION = {
+    # Pharmacy
+    "صيدلية الطوارئ": ("hh_n_pharmacy_department", "ER Pharmacy"),
+    # Laboratory
+    "بنك الدم": ("hh_n_laboratory_department", "Blood Donation & Blood Bank"),
+    "استقبال المختبر": ("hh_n_laboratory_department", "Receiving ِArea"),
+    # OB/GYN
+    "عيادات النساء والولادة": ("hh_n_obstetrics___gynecology_department", "Clinics"),
+    "تنويم النساء والولادة": ("hh_n_obstetrics___gynecology_department", "Wards"),
+    "تنويم النساء والولاده": ("hh_n_obstetrics___gynecology_department", "Wards"),
+    "قسم عمليات الولادة": ("hh_n_obstetrics___gynecology_department", "Labor & Delivery (L&D) / Obstetrics Operating Rooms"),
+    "تمريض تنويم النساء والولادة": ("hh_n_obstetrics___gynecology_department", "Wards"),
+    # Surgery
+    "عيادات جراحة العظام": ("hh_n_surgery_department", "Orthopedic Surgery"),
+    "عيادات جراحه العظام": ("hh_n_surgery_department", "Orthopedic Surgery"),
+    "قسم جراحة العظام": ("hh_n_surgery_department", "Orthopedic Surgery"),
+    "عيادات الجراحة العامة": ("hh_n_surgery_department", "General Surgery"),
+    "قسم الجراحة العامة": ("hh_n_surgery_department", "General Surgery"),
+    "قسم جراحة المسالك البولية": ("hh_n_surgery_department", "Urology"),
+    "عيادات جراحة المسالك البولية": ("hh_n_surgery_department", "Urology"),
+    "عيادات جراحة الأنف وأذن وحنجرة": ("hh_n_surgery_department", "ENT"),
+    "جراحه الانف واذن وحنجره": ("hh_n_surgery_department", "ENT"),
+    "عيادات جراحة الأوعية الدموية": ("hh_n_surgery_department", "Vscular Surgery"),
+    "عيادات جراحة المخ والأعصاب": ("hh_n_surgery_department", "Neurosurgery"),
+    "عيادات جراحة القفص الصدري": ("hh_n_surgery_department", "Thoracic Surgery"),
+    "عيادات جراحة العمود الفقري": ("hh_n_surgery_department", "Spine Surgery"),
+    "عيادات جراحة التجميلية": ("hh_n_surgery_department", "Plastic Surgery"),
+    "عيادات الجراحة التجميلية": ("hh_n_surgery_department", "Plastic Surgery"),
+    "عيادات جراحة سمنة": ("hh_n_surgery_department", "Bariatric"),
+    "قسم جراحة السمنة": ("hh_n_surgery_department", "Bariatric"),
+    "عيادات جراحة الأورام و الغدد الصماء": ("hh_n_oncology_department", "Hematology"),
+    "تمريض تنويم الجراحة العامة": ("hh_n_nursing_department", "Surgical Ward"),
+    "تنويم الجراحة العامة": ("hh_n_nursing_department", "Surgical Ward"),
+    # Internal Medicine
+    "عيادات القلب": ("hh_n_internal_medicine_department", "Cardiology"),
+    "عيادات الجهاز الهضمي والمناظير": ("hh_n_internal_medicine_department", "Gastroenterology"),
+    "قسم الجهاز الهمضي و الكبد والمناظير": ("hh_n_internal_medicine_department", "Gastroenterology"),
+    "قسم الجهاز الهضمي والكبد والمناظير": ("hh_n_internal_medicine_department", "Gastroenterology"),
+    "عيادات الصدرية": ("hh_n_internal_medicine_department", "Pulmonology"),
+    "عيادات الصدريه": ("hh_n_internal_medicine_department", "Pulmonology"),
+    "قسم الصدرية": ("hh_n_internal_medicine_department", "Pulmonology"),
+    "عيادات الغدد الصماء": ("hh_n_internal_medicine_department", "Endocrinology"),
+    "عيادات المخ والأعصاب": ("hh_n_internal_medicine_department", "Neurology"),
+    "عيادات الكلى": ("hh_n_internal_medicine_department", "Nephrology"),
+    "عيادات الطب النفسي": ("hh_n_internal_medicine_department", "Psychiatry"),
+    "وحدة المناظير": ("hh_n_internal_medicine_department", "Endoscopy"),
+    "تمريض تنويم الباطنية": ("hh_n_nursing_department", "Medical Ward"),
+    "تنويم الباطنية": ("hh_n_nursing_department", "Medical Ward"),
+    "عيادات الباطنية": ("hh_n_internal_medicine_department", "Internal Medicine"),
+    # Emergency
+    "استقبال الطوارئ": ("hh_n_emergency_administrative_department", "Emergency Reception"),
+    "استقبال الطواريء": ("hh_n_emergency_administrative_department", "Emergency Reception"),
+    "استقبال العيادات الخارجية": ("hh_n_outpatient_department", "Outpatient Reception"),
+    # Critical Care
+    "وحدة العناية المركزة": ("hh_n_critical_care_department", "ICU"),
+    "تمريض وحدة العناية المركزة": ("hh_n_nursing_department", "ICU/CCU"),
+    "وحدة العناية المتوسطة": ("hh_n_critical_care_department", "ICU Stepdown"),
+    "تمريض وحدة العناية المتوسطة": ("hh_n_nursing_department", "ICU/CCU Stepdown"),
+    "تمريض وحدة طويلي الإقامة": ("hh_n_nursing_department", "LTACU"),
+    "وحدة مرضى طويلي الإقامة": ("hh_n_internal_medicine_department", "Long-Term Acute Care Unit (LTACU)"),
+    # Nursing
+    "تمريض الطوارئ": ("hh_n_nursing_department", "Emergency"),
+    "تمريض الطوارى": ("hh_n_nursing_department", "Emergency"),
+    "تمريض العيادات الخارجية": ("hh_n_nursing_department", "Outpatient"),
+    "تمريض العيادات الخارجيه": ("hh_n_nursing_department", "Outpatient"),
+    "تمريض قسم العمليات": ("hh_n_nursing_department", "Main OR"),
+    "تمريض قسم الافاقة": ("hh_n_nursing_department", "Recovery"),
+    "تمريض قسم الإفاقة": ("hh_n_nursing_department", "Recovery"),
+    "تمريض قسم عمليات الولادة": ("hh_n_nursing_department", "OB/OR"),
+    # Pediatric
+    "تنويم الأطفال": ("hh_n_pediatric_department", "Pediatric Ward"),
+    "تنويم الاطفال": ("hh_n_pediatric_department", "Pediatric Ward"),
+    "تمريض تنويم الأطفال": ("hh_n_nursing_department", "Pediatric Ward"),
+    "تمريض تنويم الاطفال": ("hh_n_nursing_department", "Pediatric Ward"),
+    "عيادات الأطفال": ("hh_n_pediatric_department", "General Pediatrics"),
+    "وحدة العناية المركزة لحديثي الولادة": ("hh_n_pediatric_department", "NICU"),
+    "تمريض وحدة العناية المركزة - أطفال": ("hh_n_nursing_department", "PICU"),
+    "وحدة العناية المركزة للأطفال": ("hh_n_pediatric_department", "PICU"),
+    "تمريض وحدة العناية لحديثي الولادة": ("hh_n_nursing_department", "NICU"),
+    "تمريض الحضانة": ("hh_n_nursing_department", "Nursery"),
+    "قسم الحضانة": ("hh_n_pediatric_department", "NURSERY"),
+    "عيادات الصدرية (أطفال)": ("hh_n_pediatric_department", "Pediatric Pulmonology"),
+    "عيادات جراحة عظام (أطفال)": ("hh_n_pediatric_department", "Pediatric Orthopedic Surgery"),
+    "عيادات الأنف والأذن والحنجرة (أطفال)": ("hh_n_pediatric_department", "Pediatric Otolaryngology (ENT)"),
+    "عيادات الجهاز الهمضي والمناظير (أطفال)": ("hh_n_pediatric_department", "Pediatric Gastroenterology"),
+    "عيادات قلب (أطفال)": ("hh_n_pediatric_department", "Pediatric Cardiology"),
+    "عيادات المخ والأعصاب (أطفال)": ("hh_n_pediatric_department", "Pediatric Neurology"),
+    "عيادات جراحة المسالك البولية (أطفال)": ("hh_n_pediatric_department", "Pediatric Urology"),
+    "عيادات الجراحة العامة (أطفال)": ("hh_n_pediatric_department", "Pediatric General Surgery"),
+    "عيادات جراحة الختان": ("hh_n_pediatric_department", "Circumcision"),
+    # Outpatient
+    "إدارة العيادات الخارجيه": ("hh_n_outpatient_department", "Management"),
+    # Medical Ancillary
+    "فني اختبار السمع": ("hh_n_medical_ancillary_services_department", "Swallowing Speech and Hearing Unit"),
+    "فني تخطيط القلب": ("hh_n_medical_ancillary_services_department", "Cardiac Physiology Services"),
+    "فني تخطيط المخ والأعصاب": ("hh_n_medical_ancillary_services_department", "Neurophysiology Services"),
+    "فني تخطيط المخ والاعصاب": ("hh_n_medical_ancillary_services_department", "Neurophysiology Services"),
+    "فني دراسة الجهد القلب": ("hh_n_medical_ancillary_services_department", "Cardiac Physiology Services"),
+    "قسم العلاج الطبيعي": ("hh_n_medical_ancillary_services_department", "Physical Therapy"),
+    "استقبال العلاج الطبيعي": ("hh_n_medical_ancillary_services_department", "Physical Therapy"),
+    "العلاج الطبيعي": ("hh_n_medical_ancillary_services_department", "Physical Therapy"),
+    "قسم العلاج التنفسي": ("hh_n_medical_ancillary_services_department", "Respiratory Therapy"),
+    "فني فحص النظر": ("hh_n_medical_ancillary_services_department", "Optometrist Services"),
+    "قسم التغذية": ("hh_n_medical_ancillary_services_department", "Clinical Nutrition"),
+    # Anesthesia
+    "تمريض التخدير": ("hh_n_nursing_department", "Anesthesia"),
+    # Radiology
+    "استقبال الأشعة": ("hh_n_radiology_department", "General"),
+    # Inpatient
+    "قسم الخدمة الإجتماعية": ("hh_n_inpatient_department", "Social Worker"),
+    # Contact Center
+    "قسم المواعيد": ("hh_n_contact_center_department", "Appointment Office"),
+    "قسم السنترال": ("hh_n_contact_center_department", "Operator Office"),
+    # Dermatology (1 section)
+    "عيادات الجلدية": ("hh_n_dermatology_department", "Dermatology"),
+    "عيادات الجلديه": ("hh_n_dermatology_department", "Dermatology"),
+    # Financial (1 section)
+    "قسم المالية": ("hh_n_financial_collection___claims_department", "Financial Collection & Claims"),
+    # Security
+    "قسم الأمن": ("hh_n_security_department", "Security Guards"),
+    "قسم الامن": ("hh_n_security_department", "Security Guards"),
+    # Radiology (generic → General)
+    "قسم الأشعة": ("hh_n_radiology_department", "General"),
+    "قسم الاشعة": ("hh_n_radiology_department", "General"),
+    "الأشعة": ("hh_n_radiology_department", "General"),
+}
+
+
+def resolve_department(arabic_name: str, hospital_code: str = "HH-N"):
+    """
+    Resolve Arabic sub-department name to a Department object.
+
+    Tries exact match first, then normalized match.
+    Returns Department instance or None.
+    """
+    from apps.organizations.models import Department
+
+    if not arabic_name:
+        return None
+
+    name = str(arabic_name).strip()
+
+    # Direct lookup
+    code = ARABIC_TO_DEPT_CODE.get(name)
+    if not code:
+        # Try normalized
+        normalized = normalize_arabic(name)
+        code = ARABIC_TO_DEPT_CODE.get(normalized)
+
+    if not code:
+        # Try building a normalized version of all keys
+        for key, dept_code in ARABIC_TO_DEPT_CODE.items():
+            if normalize_arabic(key) == normalize_arabic(name):
+                code = dept_code
+                break
+
+    if code:
+        try:
+            return Department.objects.select_related("hospital").get(
+                hospital__code=hospital_code, code=code
+            )
+        except Department.DoesNotExist:
+            return None
+
+    return None
+
+
+def resolve_section(arabic_name: str, hospital_code: str = "HH-N"):
+    """
+    Resolve Arabic sub-department name to a (Department, Section) tuple.
+
+    Returns (Department, Section) if section can be identified,
+    (Department, None) if only department is known, or (None, None).
+    """
+    from apps.organizations.models import Department, Section
+
+    if not arabic_name:
+        return None, None
+
+    name = str(arabic_name).strip()
+
+    entry = ARABIC_TO_SECTION.get(name)
+    if not entry:
+        normalized = normalize_arabic(name)
+        for key, val in ARABIC_TO_SECTION.items():
+            if normalize_arabic(key) == normalized:
+                entry = val
+                break
+
+    if entry:
+        dept_code, section_name = entry
+        try:
+            dept = Department.objects.select_related("hospital").get(
+                hospital__code=hospital_code, code=dept_code
+            )
+            section = Section.objects.filter(
+                department=dept, name_en=section_name
+            ).first()
+            return dept, section
+        except Department.DoesNotExist:
+            return None, None
+
+    dept = resolve_department(name, hospital_code)
+    return dept, None

apps/complaints/management/commands/backfill_sent_to_department.py

@@ -0,0 +1,41 @@
+from django.core.management.base import BaseCommand
+from django.db.models import F
+from apps.complaints.models import Complaint, ComplaintInvolvedDepartment
+from apps.observations.models import Observation
+from apps.complaints.models import Inquiry
+
+
+class Command(BaseCommand):
+    help = "Backfill sent_to_department=True on all records that have a department assigned"
+
+    def handle(self, *args, **options):
+        c_updated = Complaint.objects.filter(
+            department__isnull=False, sent_to_department=False
+        ).update(
+            sent_to_department=True,
+            sent_to_department_at=F("created_at"),
+        )
+        self.stdout.write(f"Complaints updated: {c_updated}")
+
+        o_updated = Observation.objects.filter(
+            assigned_department__isnull=False, sent_to_department=False
+        ).update(
+            sent_to_department=True,
+            sent_to_department_at=F("created_at"),
+        )
+        self.stdout.write(f"Observations updated: {o_updated}")
+
+        i_updated = Inquiry.objects.filter(
+            department__isnull=False, sent_to_department=False
+        ).update(
+            sent_to_department=True,
+            sent_to_department_at=F("created_at"),
+        )
+        self.stdout.write(f"Inquiries updated: {i_updated}")
+
+        cid_updated = ComplaintInvolvedDepartment.objects.filter(
+            sent=False, complaint__department__isnull=False
+        ).update(sent=True)
+        self.stdout.write(f"Involved departments updated: {cid_updated}")
+
+        self.stdout.write(self.style.SUCCESS("Done"))

apps/complaints/management/commands/complaint_source_mapping.py

@@ -68,3 +68,16 @@ def resolve_px_source(source_value: str) -> "PXSource | None":
         return PXSource.objects.get(code=code)
     except PXSource.DoesNotExist:
         return None
+
+
+EXTERNAL_SOURCE_CODES = {"MOH", "CCHI", "CHI"}
+
+
+def get_complaint_source_type(px_source) -> str:
+    """
+    Determine complaint_source_type based on PXSource.
+    Only MOH/CHI/CCHI are external; everything else is internal.
+    """
+    if px_source and px_source.code in EXTERNAL_SOURCE_CODES:
+        return "external"
+    return "internal"

apps/complaints/management/commands/import_2025_complaints_basic.py

@@ -19,13 +19,14 @@ from django.utils import timezone
 
 from apps.accounts.models import User
 from apps.complaints.models import Complaint
-from apps.organizations.models import Hospital, Location, MainSection, SubSection
+from apps.organizations.models import Hospital, LegacyLocation, LegacyMainSection, LegacySubSection
 
-from .complaint_source_mapping import resolve_px_source
+from .complaint_source_mapping import resolve_px_source, get_complaint_source_type
+from .arabic_dept_mapping import resolve_section as resolve_dept_and_section
 
 logger = logging.getLogger(__name__)
 
-DEFAULT_HOSPITAL_CODE = "NUZHA"
+DEFAULT_HOSPITAL_CODE = "HH-N"
 
 # Header aliases: list of possible names in Excel for each field
 HEADER_ALIASES = {
@@ -37,12 +38,39 @@ HEADER_ALIASES = {
     "sub_dept_name": ["القسم الفرعي"],
     "date_received": ["تاريخ إستلام الشكوى"],
     "data_entry_person": ["المدخل"],
+    # Timeline columns
+    "form_sent_date": ["إرسال نموذج الشكوى"],
+    "activated_date": ["تفعيل الشكوى"],
+    "sent_date": ["تم ارسال الشكوى"],
+    "first_reminder": ["First Reminder Sent"],
+    "second_reminder": ["Second Reminder Sent"],
+    "escalated_date": ["Escalated"],
+    "closed_date": ["Closed"],
+    "resolved_date": ["Resolved"],
     "response_date": ["تاريخ الرد"],
+    # Complaint details
     "staff_name": ["اسم الشخص المشتكى عليه - ان وجد", "اسم الشخص المشتكى عليه"],
+    "complaint_subject": ["موضوع الشكوى الأساسية"],
     "description_ar": ["الشكوى باختصار (عربي)", "محتوى الشكوى (عربي)"],
     "description_en": ["الشكوى باختصار English", "محتوى الشكوى (English)"],
-    "satisfaction": ["توثيق تذكيرات للقسم المشتكى عليه"],
+    "satisfaction": ["Satisfied/Dissatisfied"],
-    "reminder_date": ["تاريخ التذكير"],
+    "rightful_side": ["The Rightful Side"],
+    # Rich data
+    "delay_reason": ["سبب تأخير القسم بالرد"],
+    "closure_delay": ["سبب تأخير اغلاق الشكوى خلال 72 ساعه"],
+    "action_taken": ["الاجراء المتخذ من قبل القسم المعني"],
+    "action_result": ["نتيجة الاجراء المتخذ بعد التحقيق"],
+    "recommendation": ["Recommendation/Action plan"],
+    "solutions": ["حلول واقتراحات"],
+}
+
+SATISFACTION_MAP = {
+    "satisfied": "satisfied",
+    "dissatisfied": "dissatisfied",
+    "no response": "no_response",
+    "no_response": "no_response",
+    "neutral": "neutral",
+    "escalated": "escalated",
 }
 
 MONTH_MAP = {
@@ -68,15 +96,17 @@ class Command(BaseCommand):
         parser.add_argument("excel_file", type=str)
         parser.add_argument("--sheet", type=str, default="JAN")
         parser.add_argument("--dry-run", action="store_true")
+        parser.add_argument("--hospital-code", type=str, default=DEFAULT_HOSPITAL_CODE)
 
     def handle(self, *args, **options):
         self.excel_file = options["excel_file"]
         self.sheet_name = options["sheet"]
         self.dry_run = options["dry_run"]
+        self.hospital_code = options["hospital_code"]
 
         self.hospital = self._load_hospital()
         if not self.hospital:
-            raise CommandError(f'Hospital "{DEFAULT_HOSPITAL_CODE}" not found')
+            raise CommandError(f'Hospital "{self.hospital_code}" not found')
 
         self.stdout.write(f"Using hospital: {self.hospital.name}")
 
@@ -104,13 +134,14 @@ class Command(BaseCommand):
         self.stats = {"processed": 0, "success": 0, "failed": 0}
         self.errors = []
         self.used_refs = set()
+        self.unmapped_arabic_depts = {}
 
         self._process_sheet()
         self._print_report()
 
     def _load_hospital(self) -> Optional[Hospital]:
         try:
-            return Hospital.objects.get(code=DEFAULT_HOSPITAL_CODE)
+            return Hospital.objects.get(code=self.hospital_code)
         except Hospital.DoesNotExist:
             return None
 
@@ -161,27 +192,72 @@ class Command(BaseCommand):
                 created_at = date_received or timezone.now()
                 if created_at and timezone.is_naive(created_at):
                     created_at = timezone.make_aware(created_at)
+
+                # Parse timeline dates
+                form_sent_date = self._parse_datetime(row_data.get("form_sent_date"))
+                activated_date = self._parse_datetime(row_data.get("activated_date"))
+                sent_date = self._parse_datetime(row_data.get("sent_date"))
+                first_reminder = self._parse_datetime(row_data.get("first_reminder"))
+                second_reminder = self._parse_datetime(row_data.get("second_reminder"))
+                escalated_date = self._parse_datetime(row_data.get("escalated_date"))
+                closed_date = self._parse_datetime(row_data.get("closed_date"))
+                resolved_date = self._parse_datetime(row_data.get("resolved_date"))
                 response_date = self._parse_datetime(row_data.get("response_date"))
-                reminder_date = self._parse_datetime(row_data.get("reminder_date"))
 
                 location = self._resolve_location(row_data.get("location_name"))
                 main_section = self._resolve_section(row_data.get("main_dept_name"))
                 subsection = self._resolve_subsection(row_data.get("sub_dept_name"))
 
+                sub_dept_raw = row_data.get("sub_dept_name")
+                dept, section_obj = resolve_dept_and_section(sub_dept_raw, self.hospital_code)
+                if not dept and sub_dept_raw and isinstance(sub_dept_raw, str) and sub_dept_raw.strip():
+                    name = sub_dept_raw.strip()
+                    self.unmapped_arabic_depts[name] = self.unmapped_arabic_depts.get(name, 0) + 1
+
                 assigned_to_user = self._get_or_create_data_entry_user(row_data.get("data_entry_person"))
 
+                # Determine status from timeline dates
                 status = "open"
-                if response_date:
+                if closed_date:
+                    status = "closed"
+                elif resolved_date:
                     status = "resolved"
+                elif escalated_date:
+                    status = "in_progress"
+
+                # Normalize satisfaction
+                satisfaction_raw = str(row_data.get("satisfaction") or "").lower().strip()
+                satisfaction_val = SATISFACTION_MAP.get(satisfaction_raw, "")
+
+                # Normalize rightful side
+                rightful_side = str(row_data.get("rightful_side") or "").lower().strip()
+                resolution_outcome = ""
+                if rightful_side in ["patient", "hospital", "other"]:
+                    resolution_outcome = rightful_side
+
+                # Rich text fields
+                complaint_subject = str(row_data.get("complaint_subject") or "").strip()
+                delay_reason = str(row_data.get("delay_reason") or "").strip()
+                closure_delay = str(row_data.get("closure_delay") or "").strip()
+                action_taken = str(row_data.get("action_taken") or "").strip()
+                action_result = str(row_data.get("action_result") or "").strip()
+                recommendation_raw = str(row_data.get("recommendation") or "").strip()
+                solutions = str(row_data.get("solutions") or "").strip()
+                recommendation_combined = recommendation_raw or solutions or ""
 
                 if not self.dry_run:
                     with transaction.atomic():
                         complaint = Complaint.objects.create(
                             reference_number=ref_num,
                             hospital=self.hospital,
-                            location=location,
+                            department=dept,
-                            main_section=main_section,
+                            section=section_obj,
-                            subsection=subsection,
+                            legacy_location=location,
+                            legacy_main_section=main_section,
+                            legacy_subsection=subsection,
+                            old_location_raw=str(row_data.get("location_name") or "")[:200],
+                            old_main_section_raw=str(row_data.get("main_dept_name") or "")[:200],
+                            old_subsection_raw=str(row_data.get("sub_dept_name") or "")[:200],
                             title=self._build_title(row_data),
                             description=self._build_description(row_data),
                             patient_name="Unknown",
@@ -195,18 +271,36 @@ class Command(BaseCommand):
                             classification_obj=None,
                             status=status,
                             assigned_to=assigned_to_user,
-                            resolved_by=assigned_to_user if response_date else None,
+                            resolved_by=assigned_to_user if resolved_date else None,
-                            due_at=created_at + timedelta(hours=48),
+                            resolution_outcome=resolution_outcome,
-                            explanation_requested=bool(date_received),
+                            form_sent_at=form_sent_date,
-                            explanation_requested_at=date_received,
+                            activated_at=activated_date,
+                            forwarded_to_dept_at=sent_date,
+                            reminder_sent_at=first_reminder,
+                            second_reminder_sent_at=second_reminder,
+                            escalated_at=escalated_date,
+                            closed_at=closed_date,
+                            resolved_at=resolved_date,
+                            explanation_requested=bool(sent_date),
+                            explanation_requested_at=sent_date,
                             explanation_received_at=response_date,
-                            reminder_sent_at=reminder_date,
+                            due_at=created_at + timedelta(hours=48),
                             source=px_source,
+                            complaint_source_type=get_complaint_source_type(px_source),
+                            satisfaction=satisfaction_val,
+                            complaint_subject=complaint_subject,
+                            explanation_delay_reason=delay_reason,
+                            delay_reason_closure=closure_delay or "",
+                            action_taken_by_dept=action_taken,
+                            action_result=action_result,
+                            recommendation_action_plan=recommendation_combined,
                             metadata={
-                                "import_source": "2025_excel_basic",
+                                "import_source": "2025_excel",
                                 "original_sheet": self.sheet_name,
                                 "complaint_num": row_data.get("complaint_num"),
                             },
+                            sent_to_department=bool(dept),
+                            sent_to_department_at=created_at if dept else None,
                         )
                         Complaint.objects.filter(pk=complaint.pk).update(created_at=created_at)
 
@@ -276,20 +370,20 @@ class Command(BaseCommand):
                     return None
         return None
 
-    def _resolve_location(self, name_ar: str) -> Optional[Location]:
+    def _resolve_location(self, name_ar: str) -> Optional[LegacyLocation]:
         if not name_ar:
             return None
-        return Location.objects.filter(name_ar=name_ar).first()
+        return LegacyLocation.objects.filter(name_ar=name_ar).first()
 
-    def _resolve_section(self, name_ar: str) -> Optional[MainSection]:
+    def _resolve_section(self, name_ar: str) -> Optional[LegacyMainSection]:
         if not name_ar:
             return None
-        return MainSection.objects.filter(name_ar=name_ar).first()
+        return LegacyMainSection.objects.filter(name_ar=name_ar).first()
 
-    def _resolve_subsection(self, name_ar: str) -> Optional[SubSection]:
+    def _resolve_subsection(self, name_ar: str) -> Optional[LegacySubSection]:
         if not name_ar:
             return None
-        return SubSection.objects.filter(name_ar=name_ar).first()
+        return LegacySubSection.objects.filter(name_ar=name_ar).first()
 
     def _get_or_create_data_entry_user(self, arabic_name: str) -> Optional[User]:
         if not arabic_name:
@@ -355,6 +449,12 @@ class Command(BaseCommand):
         self.stdout.write(f"Success: {self.stats['success']}")
         self.stdout.write(f"Failed: {self.stats['failed']}")
 
+        if self.unmapped_arabic_depts:
+            self.stdout.write("\n--- Unmapped Arabic Sub-Departments ---")
+            sorted_unmapped = sorted(self.unmapped_arabic_depts.items(), key=lambda x: -x[1])
+            for name, count in sorted_unmapped:
+                self.stdout.write(f"  {count:4d}x  {name}")
+
         if self.errors:
             self.stdout.write(f"\nErrors: {len(self.errors)}")
             for error in self.errors[:5]:

apps/complaints/management/commands/import_all_complaints.py

@@ -0,0 +1,99 @@
+"""
+Import ALL historical complaints from all Excel files (2022-2025).
+
+Usage:
+    python manage.py import_all_complaints
+    python manage.py import_all_complaints --hospital-code=HH-N
+    python manage.py import_all_complaints --dry-run
+"""
+
+import os
+
+from django.core.management.base import BaseCommand, CommandError
+from django.core.management import call_command
+
+
+COMPLAINT_FILES = [
+    {
+        "year": 2022,
+        "path": "data/Complaints Report - 2022.xlsx",
+        "sheets": ["AUG 2022 ", "SEP 2022 ", "OCT 2022", "NOV 2022", "DEC 2022"],
+        "importer": "import_historical_complaints",
+    },
+    {
+        "year": 2023,
+        "path": "data/Complaints Report - 2023.xlsx",
+        "sheets": [
+            "January 2023 ", "February 2023", "March 2023", "April 2023 ",
+            "May 2023", "June 2023", "July 2023", "August 2023",
+            "September 2023", "October 2023", "November 2023", "December 2023",
+        ],
+        "importer": "import_historical_complaints",
+    },
+    {
+        "year": 2024,
+        "path": "data/Complaints Report - 2024.xlsx",
+        "sheets": [
+            "January 2024", "February 2024", "March 2024 ", "April 2024",
+            "May 2024", "June 2024", "July 2024", "August 2024",
+            "September 2024", "October 2024", "November 2024", "December 2024",
+        ],
+        "importer": "import_historical_complaints",
+    },
+    {
+        "year": 2025,
+        "path": "data/Complaints Report - 2025.xlsx",
+        "sheets": ["JAN", "FEB", "MAR", "APR", "MAY", "JUN", "JUL", "AUG", "SEP", "OCT", "NOV", "DEC"],
+        "importer": "import_2025_complaints_basic",
+    },
+]
+
+
+class Command(BaseCommand):
+    help = "Import all historical complaints from 2022-2025 Excel files"
+
+    def add_arguments(self, parser):
+        parser.add_argument("--hospital-code", type=str, default="HH-N")
+        parser.add_argument("--dry-run", action="store_true")
+        parser.add_argument("--year", type=int, help="Import only this year")
+
+    def handle(self, *args, **options):
+        hospital_code = options["hospital_code"]
+        dry_run = options["dry_run"]
+        year_filter = options.get("year")
+
+        total_success = 0
+        total_failed = 0
+
+        for file_info in COMPLAINT_FILES:
+            if year_filter and file_info["year"] != year_filter:
+                continue
+
+            path = file_info["path"]
+            if not os.path.exists(path):
+                self.stderr.write(self.style.ERROR(f"File not found: {path}"))
+                continue
+
+            self.stdout.write(self.style.SUCCESS(f"\n{'='*60}"))
+            self.stdout.write(self.style.SUCCESS(f"YEAR {file_info['year']}: {path}"))
+            self.stdout.write(self.style.SUCCESS(f"{'='*60}"))
+
+            for sheet in file_info["sheets"]:
+                self.stdout.write(f"\n  Sheet: {sheet}")
+                try:
+                    call_command(
+                        file_info["importer"],
+                        path,
+                        sheet=sheet,
+                        hospital_code=hospital_code,
+                        dry_run=dry_run,
+                        stdout=self.stdout,
+                        stderr=self.stderr,
+                    )
+                except Exception as e:
+                    self.stderr.write(self.style.ERROR(f"  FAILED: {e}"))
+                    total_failed += 1
+
+        self.stdout.write(self.style.SUCCESS(f"\n\n{'='*60}"))
+        self.stdout.write(self.style.SUCCESS("ALL IMPORTS COMPLETE"))
+        self.stdout.write(self.style.SUCCESS(f"{'='*60}"))

apps/complaints/management/commands/import_historical_complaints.py

@@ -18,7 +18,14 @@ from django.core.management.base import BaseCommand, CommandError
 from django.db import transaction
 from django.utils import timezone
 
-from apps.organizations.models import Hospital, Location, MainSection, SubSection, Staff
+from apps.organizations.models import (
+    Department,
+    Hospital,
+    LegacyLocation,
+    LegacyMainSection,
+    LegacySubSection,
+    Staff,
+)
 from apps.complaints.models import Complaint, ComplaintCategory
 from apps.accounts.models import User
 
@@ -30,12 +37,12 @@ from .complaint_taxonomy_mapping import (
     get_mapped_category,
     is_taxonomy_mapped,
 )
-from .complaint_source_mapping import resolve_px_source
+from .complaint_source_mapping import resolve_px_source, get_complaint_source_type
+from .arabic_dept_mapping import resolve_section as resolve_dept_and_section
 
 logger = logging.getLogger(__name__)
 
-# Default hospital code for all imported complaints
+DEFAULT_HOSPITAL_CODE = "HH-N"
-DEFAULT_HOSPITAL_CODE = "NUZHA"
 
 # Column mapping: field_name -> column_number (1-based)
 COLUMN_MAPPING = {
@@ -47,6 +54,18 @@ COLUMN_MAPPING = {
     "sub_dept_name": 8,  # القسم الفرعي
     "date_received": 9,  # تاريخ إستلام الشكوى
     "data_entry_person": 10,  # المدخل (Data Entry Person)
+    # Timeline columns
+    "form_sent_date": 12,  # إرسال نموذج الشكوى (Send Complaint Form)
+    "activated_date": 17,  # تفعيل الشكوى (Activate Complaint)
+    "date_sent": 20,  # تم ارسال الشكوى (Complaint Sent/Forwarded to Dept)
+    "first_reminder": 24,  # First Reminder Sent
+    "second_reminder": 28,  # Second Reminder Sent
+    "escalated_date": 32,  # Escalated
+    "escalation_reason": 35,  # Reason of Escalation
+    "closed_date": 37,  # Closed
+    "response_date": 41,  # تاريخ الرد (Response Date)
+    "resolved_date": 44,  # Resolved
+    # Complaint details
     "accused_staff_id": 48,  # ID (Employee ID)
     "accused_staff_name": 49,  # اسم الشخص المشتكى عليه - ان وجد
     "domain": 50,  # Domain
@@ -57,14 +76,16 @@ COLUMN_MAPPING = {
     "description_en": 55,  # محتوى الشكوى (English)
     "satisfaction": 56,  # Satisfied/Dissatisfied
     "rightful_side": 57,  # The Rightful Side
-    # Timeline columns
+    "recommendation": 58,  # Recommendation/Action plan
-    "date_sent": 20,  # تم ارسال الشكوى (Complaint Sent/Activated)
+}
-    "first_reminder": 24,  # First Reminder Sent
+
-    "second_reminder": 28,  # Second Reminder Sent
+SATISFACTION_MAP = {
-    "escalated_date": 32,  # Escalated
+    "satisfied": "satisfied",
-    "closed_date": 37,  # Closed
+    "dissatisfied": "dissatisfied",
-    "resolved_date": 44,  # Resolved
+    "no response": "no_response",
-    "response_date": 41,  # تاريخ الرد (Response Date - for explanation received)
+    "no_response": "no_response",
+    "neutral": "neutral",
+    "escalated": "escalated",
 }
 
 # Month mapping for reference numbers
@@ -101,17 +122,18 @@ class Command(BaseCommand):
         )
         parser.add_argument("--dry-run", action="store_true", help="Preview without saving to database")
         parser.add_argument("--start-row", type=int, default=3, help="First data row (default: 3, skipping header)")
+        parser.add_argument("--hospital-code", type=str, default=DEFAULT_HOSPITAL_CODE, help="Hospital code")
 
     def handle(self, *args, **options):
         self.excel_file = options["excel_file"]
         self.sheet_name = options["sheet"]
         self.dry_run = options["dry_run"]
         self.start_row = options["start_row"]
+        self.hospital_code = options["hospital_code"]
 
-        # Load hospital
         self.hospital = self._load_hospital()
         if not self.hospital:
-            raise CommandError(f'Hospital with code "{DEFAULT_HOSPITAL_CODE}" not found')
+            raise CommandError(f'Hospital with code "{self.hospital_code}" not found')
 
         self.stdout.write(self.style.SUCCESS(f"Using hospital: {self.hospital.name}"))
 
@@ -145,6 +167,7 @@ class Command(BaseCommand):
         self.unmapped_taxonomy = set()
         self.unmatched_locations = set()
         self.unmatched_departments = set()
+        self.unmapped_arabic_depts = {}
 
         # Cache for used reference numbers to avoid DB queries
         self.used_refs = set()
@@ -158,7 +181,7 @@ class Command(BaseCommand):
     def _load_hospital(self) -> Optional[Hospital]:
         """Load default hospital by code."""
         try:
-            return Hospital.objects.get(code=DEFAULT_HOSPITAL_CODE)
+            return Hospital.objects.get(code=self.hospital_code)
         except Hospital.DoesNotExist:
             return None
 
@@ -209,6 +232,13 @@ class Command(BaseCommand):
                 main_section = self._resolve_section(row_data.get("main_dept_name"))
                 subsection = self._resolve_subsection(row_data.get("sub_dept_name"))
 
+                # Resolve department and section FKs from Arabic sub-dept name
+                sub_dept_raw = row_data.get("sub_dept_name")
+                dept, section_obj = resolve_dept_and_section(sub_dept_raw, self.hospital_code)
+                if not dept and sub_dept_raw and isinstance(sub_dept_raw, str) and sub_dept_raw.strip():
+                    name = sub_dept_raw.strip()
+                    self.unmapped_arabic_depts[name] = self.unmapped_arabic_depts.get(name, 0) + 1
+
                 # Determine status
                 status = self._determine_status(row_data)
 
@@ -235,6 +265,8 @@ class Command(BaseCommand):
                 assigned_to_user = self._get_or_create_data_entry_user(data_entry_person)
 
                 # Parse timeline dates
+                form_sent_date = self._parse_datetime(row_data.get("form_sent_date"))
+                activated_date = self._parse_datetime(row_data.get("activated_date"))
                 date_sent = self._parse_datetime(row_data.get("date_sent"))
                 first_reminder = self._parse_datetime(row_data.get("first_reminder"))
                 second_reminder = self._parse_datetime(row_data.get("second_reminder"))
@@ -258,15 +290,26 @@ class Command(BaseCommand):
                 if rightful_side in ["patient", "hospital", "other"]:
                     resolution_outcome = rightful_side
 
+                # Normalize satisfaction
+                satisfaction_raw = str(row_data.get("satisfaction") or "").lower().strip()
+                satisfaction_val = SATISFACTION_MAP.get(satisfaction_raw, "")
+
+                # Recommendation / action plan
+                recommendation = str(row_data.get("recommendation") or "").strip()
+
                 if not self.dry_run:
-                    # Create complaint
                     with transaction.atomic():
                         complaint = Complaint.objects.create(
                             reference_number=ref_num,
                             hospital=self.hospital,
-                            location=location,
+                            department=dept,
-                            main_section=main_section,
+                            section=section_obj,
-                            subsection=subsection,
+                            legacy_location=location,
+                            legacy_main_section=main_section,
+                            legacy_subsection=subsection,
+                            old_location_raw=str(row_data.get("location_name") or "")[:200],
+                            old_main_section_raw=str(row_data.get("main_dept_name") or "")[:200],
+                            old_subsection_raw=str(row_data.get("sub_dept_name") or "")[:200],
                             title=self._build_title(row_data),
                             description=self._build_description(row_data),
                             patient_name="Unknown",
@@ -282,23 +325,26 @@ class Command(BaseCommand):
                             assigned_to=assigned_to_user,
                             resolved_by=assigned_to_user,
                             resolution_outcome=resolution_outcome,
-                            # Timeline fields
+                            form_sent_at=form_sent_date,
-                            activated_at=date_sent,
+                            activated_at=activated_date,
+                            forwarded_to_dept_at=date_sent,
                             reminder_sent_at=first_reminder,
                             second_reminder_sent_at=second_reminder,
                             escalated_at=escalated_date,
                             closed_at=closed_date,
                             resolved_at=resolved_date,
-                            # Explanation tracking
                             explanation_requested=explanation_requested,
                             explanation_requested_at=explanation_requested_at,
                             explanation_received_at=explanation_received_at,
                             due_at=created_at + timedelta(hours=48),
                             source=px_source,
+                            complaint_source_type=get_complaint_source_type(px_source),
+                            satisfaction=satisfaction_val,
+                            recommendation_action_plan=recommendation,
                             metadata=self._build_metadata(row_data, ref_num),
+                            sent_to_department=bool(dept),
+                            sent_to_department_at=created_at if dept else None,
                         )
-
-                        # Update created_at to historical date (can't set during create due to auto_now_add)
                         Complaint.objects.filter(pk=complaint.pk).update(created_at=created_at)
 
                 self.stats["success"] += 1
@@ -407,30 +453,30 @@ class Command(BaseCommand):
                     return None
         return None
 
-    def _resolve_location(self, name_ar: str) -> Optional[Location]:
+    def _resolve_location(self, name_ar: str) -> Optional[LegacyLocation]:
         """Resolve location by Arabic name."""
         if not name_ar:
             return None
-        location = Location.objects.filter(name_ar=name_ar).first()
+        location = LegacyLocation.objects.filter(name_ar=name_ar).first()
         if not location:
             self.unmatched_locations.add(name_ar)
         return location
 
-    def _resolve_section(self, name_ar: str) -> Optional[MainSection]:
+    def _resolve_section(self, name_ar: str) -> Optional[LegacyMainSection]:
         """Resolve main section/department by Arabic name."""
         if not name_ar:
             return None
         # Try Section model
-        section = MainSection.objects.filter(name_ar=name_ar).first()
+        section = LegacyMainSection.objects.filter(name_ar=name_ar).first()
         if not section:
             self.unmatched_departments.add(name_ar)
         return section
 
-    def _resolve_subsection(self, name_ar: str) -> Optional[SubSection]:
+    def _resolve_subsection(self, name_ar: str) -> Optional[LegacySubSection]:
         """Resolve subsection by Arabic name."""
         if not name_ar:
             return None
-        return SubSection.objects.filter(name_ar=name_ar).first()
+        return LegacySubSection.objects.filter(name_ar=name_ar).first()
 
     def _resolve_staff_by_id(self, employee_id: str) -> Optional[Staff]:
         """Resolve staff by employee ID."""
@@ -630,11 +676,17 @@ class Command(BaseCommand):
                 self.stdout.write(f"  - {loc}")
 
         if self.unmatched_departments:
-            self.stdout.write("\n--- Unmatched Departments ---")
+            self.stdout.write("\n--- Unmatched Legacy Departments ---")
             self.stdout.write("No MainSection/SubSection found with these name_ar values:")
             for dept in sorted(self.unmatched_departments):
                 self.stdout.write(f"  - {dept}")
 
+        if self.unmapped_arabic_depts:
+            self.stdout.write("\n--- Unmapped Arabic Sub-Departments ---")
+            sorted_unmapped = sorted(self.unmapped_arabic_depts.items(), key=lambda x: -x[1])
+            for name, count in sorted_unmapped:
+                self.stdout.write(f"  {count:4d}x  {name}")
+
         if self.errors:
             self.stdout.write("\n--- Errors ---")
             self.stdout.write(f"Total errors: {len(self.errors)}")

apps/complaints/migrations/0001_initial.py

@@ -12,7 +12,7 @@ class Migration(migrations.Migration):
     initial = True
 
     dependencies = [
-        ('organizations', '0001_initial'),
+        ('organizations', '0004_legacylocation_legacymainsection_and_more'),
         migrations.swappable_dependency(settings.AUTH_USER_MODEL),
     ]
 
@@ -696,8 +696,8 @@ class Migration(migrations.Migration):
                 ('department', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='complaints', to='organizations.department')),
                 ('escalated_ovr_by', models.ForeignKey(blank=True, help_text='User who escalated as OVR', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='escalated_ovr_complaints', to=settings.AUTH_USER_MODEL)),
                 ('hospital', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='complaints', to='organizations.hospital')),
-                ('location', models.ForeignKey(blank=True, help_text='Location (e.g., Riyadh, Jeddah)', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.location')),
+                ('location', models.ForeignKey(blank=True, help_text='Location (e.g., Riyadh, Jeddah)', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.legacylocation')),
-                ('main_section', models.ForeignKey(blank=True, help_text='Section/Department', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.mainsection')),
+                ('main_section', models.ForeignKey(blank=True, help_text='Section/Department', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.legacymainsection')),
                 ('patient', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='complaints', to='organizations.patient')),
                 ('reopened_by', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='reopened_complaints', to=settings.AUTH_USER_MODEL)),
                 ('reopened_from', models.ForeignKey(blank=True, help_text='Original complaint this was reopened from', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='reopenings', to='complaints.complaint')),

apps/complaints/migrations/0003_initial.py

@@ -11,7 +11,7 @@ class Migration(migrations.Migration):
 
     dependencies = [
         ('complaints', '0002_initial'),
-        ('organizations', '0001_initial'),
+        ('organizations', '0004_legacylocation_legacymainsection_and_more'),
         ('px_sources', '0001_initial'),
         migrations.swappable_dependency(settings.AUTH_USER_MODEL),
     ]
@@ -30,7 +30,7 @@ class Migration(migrations.Migration):
         migrations.AddField(
             model_name='complaint',
             name='subsection',
-            field=models.ForeignKey(blank=True, help_text='Subsection within the section', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.subsection'),
+            field=models.ForeignKey(blank=True, help_text='Subsection within the section', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.legacysubsection'),
         ),
         migrations.AddField(
             model_name='complaintadverseaction',
@@ -275,12 +275,12 @@ class Migration(migrations.Migration):
         migrations.AddField(
             model_name='governmentticket',
             name='location',
-            field=models.ForeignKey(blank=True, help_text='Location (e.g., Riyadh, Jeddah)', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.location'),
+            field=models.ForeignKey(blank=True, help_text='Location (e.g., Riyadh, Jeddah)', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.legacylocation'),
         ),
         migrations.AddField(
             model_name='governmentticket',
             name='main_section',
-            field=models.ForeignKey(blank=True, help_text='Section/Department', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.mainsection'),
+            field=models.ForeignKey(blank=True, help_text='Section/Department', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.legacymainsection'),
         ),
         migrations.AddField(
             model_name='governmentticket',
@@ -290,7 +290,7 @@ class Migration(migrations.Migration):
         migrations.AddField(
             model_name='governmentticket',
             name='subsection',
-            field=models.ForeignKey(blank=True, help_text='Subsection within the section', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.subsection'),
+            field=models.ForeignKey(blank=True, help_text='Subsection within the section', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.legacysubsection'),
         ),
         migrations.AddField(
             model_name='inquiry',
@@ -345,12 +345,12 @@ class Migration(migrations.Migration):
         migrations.AddField(
             model_name='inquiry',
             name='location',
-            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.location'),
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.legacylocation'),
         ),
         migrations.AddField(
             model_name='inquiry',
             name='main_section',
-            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.mainsection'),
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.legacymainsection'),
         ),
         migrations.AddField(
             model_name='inquiry',
@@ -375,7 +375,7 @@ class Migration(migrations.Migration):
         migrations.AddField(
             model_name='inquiry',
             name='subsection',
-            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.subsection'),
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.legacysubsection'),
         ),
         migrations.AddField(
             model_name='inquiry',

apps/complaints/migrations/0004_add_cancelled_partially_resolved_timestamps.py

@@ -0,0 +1,36 @@
+# Generated by Django 6.0.1 on 2026-05-13 08:40
+
+import django.db.models.deletion
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0003_initial'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='complaint',
+            name='cancelled_at',
+            field=models.DateTimeField(blank=True, null=True),
+        ),
+        migrations.AddField(
+            model_name='complaint',
+            name='cancelled_by',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='cancelled_complaints', to=settings.AUTH_USER_MODEL),
+        ),
+        migrations.AddField(
+            model_name='complaint',
+            name='partially_resolved_at',
+            field=models.DateTimeField(blank=True, null=True),
+        ),
+        migrations.AddField(
+            model_name='complaint',
+            name='partially_resolved_by',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='partially_resolved_complaints', to=settings.AUTH_USER_MODEL),
+        ),
+    ]

apps/complaints/migrations/0005_add_sent_to_department_fields.py

@@ -0,0 +1,43 @@
+# Generated by Django 6.0.1 on 2026-05-16 16:58
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0004_add_cancelled_partially_resolved_timestamps'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='complaint',
+            name='sent_to_department',
+            field=models.BooleanField(default=False, help_text='Whether this complaint has been sent to the primary department for visibility'),
+        ),
+        migrations.AddField(
+            model_name='complaint',
+            name='sent_to_department_at',
+            field=models.DateTimeField(blank=True, help_text='When the complaint was sent to the primary department', null=True),
+        ),
+        migrations.AddField(
+            model_name='complaintinvolveddepartment',
+            name='sent',
+            field=models.BooleanField(default=False, help_text='Whether this department has been sent the complaint'),
+        ),
+        migrations.AddField(
+            model_name='complaintinvolveddepartment',
+            name='sent_at',
+            field=models.DateTimeField(blank=True, help_text='When the complaint was sent to this department', null=True),
+        ),
+        migrations.AddField(
+            model_name='inquiry',
+            name='sent_to_department',
+            field=models.BooleanField(default=False, help_text='Whether this inquiry has been sent to the primary department for visibility'),
+        ),
+        migrations.AddField(
+            model_name='inquiry',
+            name='sent_to_department_at',
+            field=models.DateTimeField(blank=True, help_text='When the inquiry was sent to the primary department', null=True),
+        ),
+    ]

apps/complaints/migrations/0006_data_sent_to_department_backfill.py

@@ -0,0 +1,63 @@
+from django.db import migrations
+from django.utils import timezone
+
+
+def backfill_sent_to_department(apps, schema_editor):
+    Complaint = apps.get_model("complaints", "Complaint")
+    Inquiry = apps.get_model("complaints", "Inquiry")
+    CID = apps.get_model("complaints", "ComplaintInvolvedDepartment")
+
+    Complaint.objects.filter(department__isnull=False).update(sent_to_department=True)
+    Complaint.objects.filter(
+        sent_to_department=True,
+        sent_to_department_at__isnull=True,
+        forwarded_to_dept_at__isnull=False,
+    ).update(sent_to_department_at=models.F("forwarded_to_dept_at"))
+    Complaint.objects.filter(
+        sent_to_department=True, sent_to_department_at__isnull=True
+    ).update(sent_to_department_at=timezone.now())
+
+    Inquiry.objects.filter(department__isnull=False).update(sent_to_department=True)
+    Inquiry.objects.filter(
+        sent_to_department=True,
+        sent_to_department_at__isnull=True,
+        transferred_at__isnull=False,
+    ).update(sent_to_department_at=models.F("transferred_at"))
+    Inquiry.objects.filter(
+        sent_to_department=True, sent_to_department_at__isnull=True
+    ).update(sent_to_department_at=timezone.now())
+
+    CID.objects.filter(forwarded_at__isnull=False).update(sent=True)
+    CID.objects.filter(sent=True, sent_at__isnull=True).update(
+        sent_at=models.F("forwarded_at")
+    )
+    CID.objects.filter(sent=True, sent_at__isnull=True).update(
+        sent_at=timezone.now()
+    )
+
+
+def reverse_backfill(apps, schema_editor):
+    Complaint = apps.get_model("complaints", "Complaint")
+    Inquiry = apps.get_model("complaints", "Inquiry")
+    CID = apps.get_model("complaints", "ComplaintInvolvedDepartment")
+
+    Complaint.objects.all().update(
+        sent_to_department=False, sent_to_department_at=None
+    )
+    Inquiry.objects.all().update(
+        sent_to_department=False, sent_to_department_at=None
+    )
+    CID.objects.all().update(sent=False, sent_at=None)
+
+
+from django.db import models
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ("complaints", "0005_add_sent_to_department_fields"),
+    ]
+
+    operations = [
+        migrations.RunPython(backfill_sent_to_department, reverse_backfill),
+    ]

apps/complaints/migrations/0007_complaintinvolveddepartment_acceptance_notes_and_more.py

@@ -0,0 +1,51 @@
+# Generated by Django 6.0.1 on 2026-05-17 15:52
+
+import django.db.models.deletion
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0006_data_sent_to_department_backfill'),
+        ('organizations', '0003_alter_department_champion'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='complaintinvolveddepartment',
+            name='acceptance_notes',
+            field=models.TextField(blank=True, help_text='Notes about the acceptance decision'),
+        ),
+        migrations.AddField(
+            model_name='complaintinvolveddepartment',
+            name='acceptance_status',
+            field=models.CharField(choices=[('pending', 'Pending Review'), ('acceptable', 'Acceptable'), ('not_acceptable', 'Not Acceptable')], default='pending', help_text='Review status of the department response', max_length=20),
+        ),
+        migrations.AddField(
+            model_name='complaintinvolveddepartment',
+            name='accepted_at',
+            field=models.DateTimeField(blank=True, help_text='When the department response was reviewed', null=True),
+        ),
+        migrations.AddField(
+            model_name='complaintinvolveddepartment',
+            name='accepted_by',
+            field=models.ForeignKey(blank=True, help_text='User who reviewed the department response', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='reviewed_complaint_dept_responses', to=settings.AUTH_USER_MODEL),
+        ),
+        migrations.AddField(
+            model_name='complaintinvolveddepartment',
+            name='response_notes_ar',
+            field=models.TextField(blank=True, verbose_name='Response (Arabic)'),
+        ),
+        migrations.AddField(
+            model_name='complaintinvolveddepartment',
+            name='response_notes_en',
+            field=models.TextField(blank=True, verbose_name='Response (English)'),
+        ),
+        migrations.AddIndex(
+            model_name='complaintinvolveddepartment',
+            index=models.Index(fields=['department', 'acceptance_status'], name='complaints__departm_5ad178_idx'),
+        ),
+    ]

apps/complaints/migrations/0008_manager_review_workflow.py

@@ -0,0 +1,88 @@
+# Generated by Django 6.0.1 on 2026-05-18 21:00
+
+import django.db.models.deletion
+import uuid
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0007_complaintinvolveddepartment_acceptance_notes_and_more'),
+        ('organizations', '0003_alter_department_champion'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='complaintinvolveddepartment',
+            name='manager_review_status',
+            field=models.CharField(blank=True, choices=[('pending', 'Pending Manager Review'), ('approved', 'Manager Approved'), ('rejected', 'Manager Rejected')], default=None, help_text='Department manager review status of the champion response', max_length=20, null=True),
+        ),
+        migrations.AddField(
+            model_name='complaintinvolveddepartment',
+            name='manager_reviewed_at',
+            field=models.DateTimeField(blank=True, null=True),
+        ),
+        migrations.AddField(
+            model_name='complaintinvolveddepartment',
+            name='manager_reviewed_by',
+            field=models.ForeignKey(blank=True, help_text='Department manager who reviewed the champion response', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='manager_reviewed_dept_responses', to=settings.AUTH_USER_MODEL),
+        ),
+        migrations.CreateModel(
+            name='DepartmentManagerReview',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('status', models.CharField(choices=[('approved', 'Approved'), ('rejected', 'Rejected')], max_length=20)),
+                ('reviewed_at', models.DateTimeField(auto_now_add=True)),
+                ('rejection_reason', models.TextField(blank=True)),
+                ('involved_department', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='manager_reviews', to='complaints.complaintinvolveddepartment')),
+                ('reviewed_by', models.ForeignKey(null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='dept_manager_reviews', to=settings.AUTH_USER_MODEL)),
+            ],
+            options={
+                'verbose_name': 'Department Manager Review',
+                'verbose_name_plural': 'Department Manager Reviews',
+                'ordering': ['-reviewed_at'],
+            },
+        ),
+        migrations.CreateModel(
+            name='ManagerReviewQuestion',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('text_en', models.TextField(verbose_name='Question Text (English)')),
+                ('text_ar', models.TextField(blank=True, verbose_name='Question Text (Arabic)')),
+                ('question_type', models.CharField(choices=[('text', 'Short Text'), ('textarea', 'Long Text'), ('yes_no', 'Yes / No'), ('rating', 'Rating (1-5)'), ('multiple_choice', 'Multiple Choice')], default='textarea', max_length=20)),
+                ('choices_json', models.JSONField(blank=True, default=list, help_text='List of choices for multiple_choice type, e.g. ["Option A","Option B"]')),
+                ('order', models.PositiveIntegerField(default=0)),
+                ('is_active', models.BooleanField(default=True)),
+                ('created_by', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='created_manager_review_questions', to=settings.AUTH_USER_MODEL)),
+                ('hospital', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='manager_review_questions', to='organizations.hospital')),
+            ],
+            options={
+                'verbose_name': 'Manager Review Question',
+                'verbose_name_plural': 'Manager Review Questions',
+                'ordering': ['order', 'created_at'],
+            },
+        ),
+        migrations.CreateModel(
+            name='ManagerReviewAnswer',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('text_value', models.TextField(blank=True)),
+                ('numeric_value', models.IntegerField(blank=True, null=True)),
+                ('review', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='answers', to='complaints.departmentmanagerreview')),
+                ('question', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='answers', to='complaints.managerreviewquestion')),
+            ],
+            options={
+                'verbose_name': 'Manager Review Answer',
+                'verbose_name_plural': 'Manager Review Answers',
+            },
+        ),
+    ]

apps/complaints/migrations/0009_fix_manager_review_default.py

@@ -0,0 +1,41 @@
+# Generated by Django 6.0.1 on 2026-05-21 21:22
+
+from django.db import migrations, models
+
+
+def backfill_manager_review_status(apps, schema_editor):
+    ComplaintInvolvedDepartment = apps.get_model("complaints", "ComplaintInvolvedDepartment")
+    ComplaintInvolvedDepartment.objects.filter(
+        manager_review_status__isnull=True,
+        response_submitted=True,
+    ).update(manager_review_status="pending")
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ("complaints", "0008_manager_review_workflow"),
+    ]
+
+    operations = [
+        migrations.AlterField(
+            model_name="complaintinvolveddepartment",
+            name="manager_review_status",
+            field=models.CharField(
+                blank=True,
+                choices=[
+                    ("pending", "Pending Manager Review"),
+                    ("approved", "Manager Approved"),
+                    ("rejected", "Manager Rejected"),
+                ],
+                default="pending",
+                help_text="Department manager review status of the champion response",
+                max_length=20,
+                null=True,
+            ),
+        ),
+        migrations.RunPython(
+            backfill_manager_review_status,
+            reverse_code=migrations.RunPython.noop,
+        ),
+    ]

apps/complaints/migrations/0010_remove_complaint_location_and_more.py

@@ -0,0 +1,58 @@
+# Generated by Django 6.0.1 on 2026-05-28 19:18
+
+from django.db import migrations
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0009_fix_manager_review_default'),
+    ]
+
+    operations = [
+        migrations.RenameField(
+            model_name='complaint',
+            old_name='location',
+            new_name='legacy_location',
+        ),
+        migrations.RenameField(
+            model_name='complaint',
+            old_name='main_section',
+            new_name='legacy_main_section',
+        ),
+        migrations.RenameField(
+            model_name='complaint',
+            old_name='subsection',
+            new_name='legacy_subsection',
+        ),
+        migrations.RenameField(
+            model_name='governmentticket',
+            old_name='location',
+            new_name='legacy_location',
+        ),
+        migrations.RenameField(
+            model_name='governmentticket',
+            old_name='main_section',
+            new_name='legacy_main_section',
+        ),
+        migrations.RenameField(
+            model_name='governmentticket',
+            old_name='subsection',
+            new_name='legacy_subsection',
+        ),
+        migrations.RenameField(
+            model_name='inquiry',
+            old_name='location',
+            new_name='legacy_location',
+        ),
+        migrations.RenameField(
+            model_name='inquiry',
+            old_name='main_section',
+            new_name='legacy_main_section',
+        ),
+        migrations.RenameField(
+            model_name='inquiry',
+            old_name='subsection',
+            new_name='legacy_subsection',
+        ),
+    ]

apps/complaints/migrations/0011_complaint_legacy_location_and_more.py

@@ -0,0 +1,83 @@
+# Generated by Django 6.0.1 on 2026-05-28 19:18
+
+import django.db.models.deletion
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0010_remove_complaint_location_and_more'),
+        ('organizations', '0008_rename_orgsubsection_to_section_add_champion'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='complaint',
+            name='old_location_raw',
+            field=models.CharField(blank=True, db_index=True, help_text='Original location Arabic text from complaint', max_length=200),
+        ),
+        migrations.AddField(
+            model_name='complaint',
+            name='old_main_section_raw',
+            field=models.CharField(blank=True, db_index=True, help_text='Original main section Arabic text from complaint', max_length=200),
+        ),
+        migrations.AddField(
+            model_name='complaint',
+            name='old_subsection_raw',
+            field=models.CharField(blank=True, db_index=True, help_text='Original subsection Arabic text from complaint', max_length=200),
+        ),
+        migrations.AddField(
+            model_name='complaint',
+            name='section',
+            field=models.ForeignKey(blank=True, help_text='Section within department', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.Section'),
+        ),
+
+        migrations.AddField(
+            model_name='governmentticket',
+            name='department',
+            field=models.ForeignKey(blank=True, help_text='Department', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.department'),
+        ),
+        migrations.AddField(
+            model_name='governmentticket',
+            name='old_location_raw',
+            field=models.CharField(blank=True, db_index=True, max_length=200),
+        ),
+        migrations.AddField(
+            model_name='governmentticket',
+            name='old_main_section_raw',
+            field=models.CharField(blank=True, db_index=True, max_length=200),
+        ),
+        migrations.AddField(
+            model_name='governmentticket',
+            name='old_subsection_raw',
+            field=models.CharField(blank=True, db_index=True, max_length=200),
+        ),
+        migrations.AddField(
+            model_name='governmentticket',
+            name='section',
+            field=models.ForeignKey(blank=True, help_text='Section within department', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.Section'),
+        ),
+
+        migrations.AddField(
+            model_name='inquiry',
+            name='old_location_raw',
+            field=models.CharField(blank=True, db_index=True, help_text='Original location Arabic text from inquiry', max_length=200),
+        ),
+        migrations.AddField(
+            model_name='inquiry',
+            name='old_main_section_raw',
+            field=models.CharField(blank=True, db_index=True, help_text='Original main section Arabic text from inquiry', max_length=200),
+        ),
+        migrations.AddField(
+            model_name='inquiry',
+            name='old_subsection_raw',
+            field=models.CharField(blank=True, db_index=True, help_text='Original subsection Arabic text from inquiry', max_length=200),
+        ),
+        migrations.AddField(
+            model_name='inquiry',
+            name='section',
+            field=models.ForeignKey(blank=True, help_text='Section within department', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='inquiries', to='organizations.Section'),
+        ),
+
+    ]

apps/complaints/migrations/0012_alter_complaint_legacy_location_and_more.py

@@ -0,0 +1,60 @@
+# Generated by Django 6.0.1 on 2026-05-28 19:25
+
+import django.db.models.deletion
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0011_complaint_legacy_location_and_more'),
+        ('organizations', '0005_alter_legacylocation_table_and_more'),
+    ]
+
+    operations = [
+        migrations.AlterField(
+            model_name='complaint',
+            name='legacy_location',
+            field=models.ForeignKey(blank=True, help_text='Location (e.g., Riyadh, Jeddah)', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.legacylocation'),
+        ),
+        migrations.AlterField(
+            model_name='complaint',
+            name='legacy_main_section',
+            field=models.ForeignKey(blank=True, help_text='Section/Department', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.legacymainsection'),
+        ),
+        migrations.AlterField(
+            model_name='complaint',
+            name='legacy_subsection',
+            field=models.ForeignKey(blank=True, help_text='Subsection within the section', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.legacysubsection'),
+        ),
+        migrations.AlterField(
+            model_name='governmentticket',
+            name='legacy_location',
+            field=models.ForeignKey(blank=True, help_text='Location (e.g., Riyadh, Jeddah)', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.legacylocation'),
+        ),
+        migrations.AlterField(
+            model_name='governmentticket',
+            name='legacy_main_section',
+            field=models.ForeignKey(blank=True, help_text='Section/Department', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.legacymainsection'),
+        ),
+        migrations.AlterField(
+            model_name='governmentticket',
+            name='legacy_subsection',
+            field=models.ForeignKey(blank=True, help_text='Subsection within the section', null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.legacysubsection'),
+        ),
+        migrations.AlterField(
+            model_name='inquiry',
+            name='legacy_location',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.legacylocation'),
+        ),
+        migrations.AlterField(
+            model_name='inquiry',
+            name='legacy_main_section',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.legacymainsection'),
+        ),
+        migrations.AlterField(
+            model_name='inquiry',
+            name='legacy_subsection',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.legacysubsection'),
+        ),
+    ]

apps/complaints/migrations/0013_remove_sub_subsection.py

@@ -0,0 +1,10 @@
+from django.db import migrations
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0012_alter_complaint_legacy_location_and_more'),
+    ]
+
+    operations = []

apps/complaints/migrations/0014_complaint_area_complaint_location_type_inquiry_area_and_more.py

@@ -0,0 +1,80 @@
+# Generated by Django 6.0.1 on 2026-06-07 04:37
+
+import django.db.models.deletion
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0013_remove_sub_subsection'),
+        ('organizations', '0011_area_department_area'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='complaint',
+            name='area',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='complaints', to='organizations.area'),
+        ),
+        migrations.AddField(
+            model_name='complaint',
+            name='location_type',
+            field=models.CharField(blank=True, choices=[('OP', 'Outpatient'), ('IP', 'Inpatient'), ('ER', 'Emergency'), ('GENERAL', 'General')], help_text='Where the incident occurred (OP/IP/ER/GO)', max_length=20),
+        ),
+        migrations.AddField(
+            model_name='inquiry',
+            name='area',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.area'),
+        ),
+        migrations.AddField(
+            model_name='inquiry',
+            name='location_type',
+            field=models.CharField(blank=True, choices=[('OP', 'Outpatient'), ('IP', 'Inpatient'), ('ER', 'Emergency'), ('GENERAL', 'General')], max_length=20),
+        ),
+        migrations.AlterField(
+            model_name='complaint',
+            name='legacy_location',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.legacylocation'),
+        ),
+        migrations.AlterField(
+            model_name='complaint',
+            name='legacy_main_section',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.legacymainsection'),
+        ),
+        migrations.AlterField(
+            model_name='complaint',
+            name='legacy_subsection',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.PROTECT, related_name='complaints', to='organizations.legacysubsection'),
+        ),
+        migrations.AlterField(
+            model_name='governmentticket',
+            name='legacy_location',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.legacylocation'),
+        ),
+        migrations.AlterField(
+            model_name='governmentticket',
+            name='legacy_main_section',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.legacymainsection'),
+        ),
+        migrations.AlterField(
+            model_name='governmentticket',
+            name='legacy_subsection',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.PROTECT, related_name='government_tickets', to='organizations.legacysubsection'),
+        ),
+        migrations.AlterField(
+            model_name='inquiry',
+            name='legacy_location',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.legacylocation'),
+        ),
+        migrations.AlterField(
+            model_name='inquiry',
+            name='legacy_main_section',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.legacymainsection'),
+        ),
+        migrations.AlterField(
+            model_name='inquiry',
+            name='legacy_subsection',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='inquiries', to='organizations.legacysubsection'),
+        ),
+    ]

apps/complaints/migrations/0015_complaintpdfsummary.py

@@ -0,0 +1,35 @@
+# Generated by Django 6.0.1 on 2026-06-08 08:45
+
+import apps.complaints.models
+import django.db.models.deletion
+import uuid
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0014_complaint_area_complaint_location_type_inquiry_area_and_more'),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name='ComplaintPdfSummary',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('lang', models.CharField(default='ar', max_length=5)),
+                ('content_summary', models.TextField()),
+                ('dept_response_summary', models.TextField()),
+                ('file', models.FileField(blank=True, null=True, upload_to=apps.complaints.models.pdf_summary_upload_to)),
+                ('file_size', models.IntegerField(default=0)),
+                ('complaint', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='pdf_summaries', to='complaints.complaint')),
+            ],
+            options={
+                'verbose_name': 'PDF Summary',
+                'verbose_name_plural': 'PDF Summaries',
+                'ordering': ['-created_at'],
+            },
+        ),
+    ]

apps/complaints/migrations/0016_champion_investigation.py

@@ -0,0 +1,91 @@
+# Generated by Django 6.0.1 on 2026-06-09 13:54
+
+import django.db.models.deletion
+import uuid
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0015_complaintpdfsummary'),
+        ('organizations', '0013_add_subsection_model'),
+    ]
+
+    operations = [
+        migrations.AlterField(
+            model_name='complaint',
+            name='complaint_source_type',
+            field=models.CharField(choices=[('internal', 'Internal'), ('external', 'External')], db_index=True, default='internal', help_text='Source type (Internal = staff-generated, External = patient/public-generated)', max_length=20),
+        ),
+        migrations.CreateModel(
+            name='ChampionInvestigation',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('status', models.CharField(choices=[('questions_sent', 'Questions Sent'), ('answers_received', 'Answers Received'), ('reply_submitted', 'Reply Submitted')], default='questions_sent', max_length=20)),
+                ('final_reply', models.TextField(blank=True)),
+                ('champion', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='champion_investigations', to='organizations.staff')),
+                ('complaint', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='investigations', to='complaints.complaint')),
+                ('explanation', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='investigation', to='complaints.complaintexplanation')),
+                ('involved_department', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='investigations', to='complaints.complaintinvolveddepartment')),
+            ],
+            options={
+                'verbose_name': 'Champion Investigation',
+                'verbose_name_plural': 'Champion Investigations',
+                'ordering': ['-created_at'],
+            },
+        ),
+        migrations.CreateModel(
+            name='InvestigationQuestion',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('question_text', models.TextField()),
+                ('order', models.PositiveIntegerField(default=0)),
+                ('investigation', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='questions', to='complaints.championinvestigation')),
+            ],
+            options={
+                'verbose_name': 'Investigation Question',
+                'verbose_name_plural': 'Investigation Questions',
+                'ordering': ['order', 'created_at'],
+            },
+        ),
+        migrations.CreateModel(
+            name='InvestigationResponse',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('token', models.CharField(db_index=True, max_length=64, unique=True)),
+                ('is_completed', models.BooleanField(default=False)),
+                ('completed_at', models.DateTimeField(blank=True, null=True)),
+                ('email_sent_at', models.DateTimeField(blank=True, null=True)),
+                ('sms_sent_at', models.DateTimeField(blank=True, null=True)),
+                ('investigation', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='responses', to='complaints.championinvestigation')),
+                ('staff', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='investigation_responses', to='organizations.staff')),
+            ],
+            options={
+                'verbose_name': 'Investigation Response',
+                'verbose_name_plural': 'Investigation Responses',
+            },
+        ),
+        migrations.CreateModel(
+            name='InvestigationAnswer',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('answer_text', models.TextField(blank=True)),
+                ('question', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='answers', to='complaints.investigationquestion')),
+                ('response', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='answers', to='complaints.investigationresponse')),
+            ],
+            options={
+                'verbose_name': 'Investigation Answer',
+                'verbose_name_plural': 'Investigation Answers',
+                'unique_together': {('response', 'question')},
+            },
+        ),
+    ]

apps/complaints/migrations/0017_add_patient_contact_status.py

@@ -0,0 +1,49 @@
+# Generated by Django 6.0.1 on 2026-06-10 20:48
+
+import django.db.models.deletion
+from django.conf import settings
+from django.db import migrations, models
+
+
+def migrate_contacted_statuses(apps, schema_editor):
+    Complaint = apps.get_model("complaints", "Complaint")
+    Complaint.objects.filter(status="contacted").update(
+        status="in_progress",
+        patient_contact_status="contacted",
+    )
+    Complaint.objects.filter(status="contacted_no_response").update(
+        status="in_progress",
+        patient_contact_status="contacted_no_response",
+    )
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0016_champion_investigation'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='complaint',
+            name='patient_contact_status',
+            field=models.CharField(choices=[('not_contacted', 'Not Contacted'), ('contacted', 'Contacted'), ('contacted_no_response', 'Contacted, No Response')], db_index=True, default='not_contacted', help_text='Tracks whether the patient has been contacted regarding this complaint', max_length=30),
+        ),
+        migrations.AddField(
+            model_name='complaint',
+            name='patient_contact_status_at',
+            field=models.DateTimeField(blank=True, help_text='When the patient contact status was last updated', null=True),
+        ),
+        migrations.AddField(
+            model_name='complaint',
+            name='patient_contact_status_by',
+            field=models.ForeignKey(blank=True, help_text='User who last updated the patient contact status', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='patient_contact_updated_complaints', to=settings.AUTH_USER_MODEL),
+        ),
+        migrations.AlterField(
+            model_name='complaint',
+            name='status',
+            field=models.CharField(choices=[('open', 'Open'), ('in_progress', 'In Progress'), ('partially_resolved', 'Partially Resolved'), ('resolved', 'Resolved'), ('closed', 'Closed'), ('cancelled', 'Cancelled'), ('pending_external', 'Pending External'), ('ovr_pending', 'OVR Pending Approval')], db_index=True, default='open', max_length=25),
+        ),
+        migrations.RunPython(migrate_contacted_statuses, migrations.RunPython.noop),
+    ]

apps/complaints/migrations/0018_simplify_statuses.py

@@ -0,0 +1,36 @@
+# Generated by Django 6.0.1 on 2026-06-14 10:56
+
+import django.db.models.deletion
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0017_add_patient_contact_status'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='inquiry',
+            name='contact_status',
+            field=models.CharField(blank=True, choices=[('not_contacted', 'Not Contacted'), ('contacted', 'Contacted'), ('contacted_no_response', 'Contacted - No Response')], db_index=True, default='not_contacted', max_length=25),
+        ),
+        migrations.AddField(
+            model_name='inquiry',
+            name='contact_status_at',
+            field=models.DateTimeField(blank=True, null=True),
+        ),
+        migrations.AddField(
+            model_name='inquiry',
+            name='contact_status_by',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='+', to=settings.AUTH_USER_MODEL),
+        ),
+        migrations.AlterField(
+            model_name='inquiry',
+            name='status',
+            field=models.CharField(choices=[('open', 'Open'), ('in_progress', 'In Progress'), ('resolved', 'Resolved'), ('closed', 'Closed')], db_index=True, default='open', max_length=25),
+        ),
+    ]

apps/complaints/migrations/0019_add_response_token.py

@@ -0,0 +1,28 @@
+# Generated by Django 6.0.1 on 2026-06-14 11:20
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('complaints', '0018_simplify_statuses'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='inquiry',
+            name='response_token',
+            field=models.CharField(blank=True, db_index=True, help_text='One-time token for department response link', max_length=100, null=True, unique=True),
+        ),
+        migrations.AddField(
+            model_name='inquiry',
+            name='response_token_sent_at',
+            field=models.DateTimeField(blank=True, null=True),
+        ),
+        migrations.AddField(
+            model_name='inquiry',
+            name='response_token_used',
+            field=models.BooleanField(default=False),
+        ),
+    ]

apps/complaints/models.py

@@ -12,12 +12,14 @@ This module implements the complaint management system that:
 from datetime import timedelta
 
 from django.conf import settings
+from django.contrib.contenttypes.fields import GenericRelation
 from django.db import models
 from django.utils import timezone
 from django.utils.translation import gettext_lazy as _
 
 from apps.core.encryption import EncryptedCharField, compute_national_id_hash, mask_national_id
 from apps.core.models import PriorityChoices, SeverityChoices, SoftDeleteModel, TenantModel, TimeStampedModel, UUIDModel
+from apps.organizations.models import LocationType
 
 
 class ComplaintStatus(models.TextChoices):
@@ -29,12 +31,18 @@ class ComplaintStatus(models.TextChoices):
     RESOLVED = "resolved", _("Resolved")
     CLOSED = "closed", _("Closed")
     CANCELLED = "cancelled", _("Cancelled")
-    CONTACTED = "contacted", _("Contacted")
-    CONTACTED_NO_RESPONSE = "contacted_no_response", _("Contacted, No Response")
     PENDING_EXTERNAL = "pending_external", _("Pending External")
     OVR_PENDING = "ovr_pending", _("OVR Pending Approval")
 
 
+class PatientContactStatus(models.TextChoices):
+    """Patient contact status - tracks whether the patient has been contacted"""
+
+    NOT_CONTACTED = "not_contacted", _("Not Contacted")
+    CONTACTED = "contacted", _("Contacted")
+    CONTACTED_NO_RESPONSE = "contacted_no_response", _("Contacted, No Response")
+
+
 class DelayReasonChoices(models.TextChoices):
     """Delay reason for 72h closure"""
 
@@ -264,6 +272,15 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
     staff = models.ForeignKey(
         "organizations.Staff", on_delete=models.SET_NULL, null=True, blank=True, related_name="complaints"
     )
+    location_type = models.CharField(
+        max_length=20,
+        choices=LocationType.choices,
+        blank=True,
+        help_text="Where the incident occurred (OP/IP/ER/GO)",
+    )
+    area = models.ForeignKey(
+        "organizations.Area", on_delete=models.SET_NULL, null=True, blank=True, related_name="complaints"
+    )
 
     # Complaint details
     title = models.CharField(max_length=500)
@@ -312,30 +329,60 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
         help_text="Level 4: Classification",
     )
 
-    # Location hierarchy - required fields
+    # Location hierarchy - legacy fields
-    location = models.ForeignKey(
+    legacy_location = models.ForeignKey(
-        "organizations.Location",
+        "organizations.LegacyLocation",
         on_delete=models.PROTECT,
         related_name="complaints",
         null=True,
         blank=True,
-        help_text="Location (e.g., Riyadh, Jeddah)",
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
     )
-    main_section = models.ForeignKey(
+    legacy_main_section = models.ForeignKey(
-        "organizations.MainSection",
+        "organizations.LegacyMainSection",
         on_delete=models.PROTECT,
         related_name="complaints",
         null=True,
         blank=True,
-        help_text="Section/Department",
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
     )
-    subsection = models.ForeignKey(
+    legacy_subsection = models.ForeignKey(
-        "organizations.SubSection",
+        "organizations.LegacySubSection",
         on_delete=models.PROTECT,
         related_name="complaints",
         null=True,
         blank=True,
-        help_text="Subsection within the section",
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
+    )
+
+    # New hierarchy (from 4th Version Excel)
+    section = models.ForeignKey(
+        "organizations.Section",
+        on_delete=models.PROTECT,
+        related_name="complaints",
+        null=True,
+        blank=True,
+        help_text="Section within department",
+    )
+
+    # Legacy raw fields for mapping
+    old_location_raw = models.CharField(
+        max_length=200,
+        blank=True,
+        db_index=True,
+        help_text="Original location Arabic text from complaint",
+    )
+    old_main_section_raw = models.CharField(
+        max_length=200,
+        blank=True,
+        db_index=True,
+        help_text="Original main section Arabic text from complaint",
+    )
+    old_subsection_raw = models.CharField(
+        max_length=200,
+        blank=True,
+        db_index=True,
+        help_text="Original subsection Arabic text from complaint",
     )
 
     # Type (complaint vs appreciation)
@@ -351,7 +398,7 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
     complaint_source_type = models.CharField(
         max_length=20,
         choices=ComplaintSourceType.choices,
-        default=ComplaintSourceType.EXTERNAL,
+        default=ComplaintSourceType.INTERNAL,
         db_index=True,
         help_text="Source type (Internal = staff-generated, External = patient/public-generated)",
     )
@@ -389,6 +436,25 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
         max_length=25, choices=ComplaintStatus.choices, default=ComplaintStatus.OPEN, db_index=True
     )
 
+    patient_contact_status = models.CharField(
+        max_length=30,
+        choices=PatientContactStatus.choices,
+        default=PatientContactStatus.NOT_CONTACTED,
+        db_index=True,
+        help_text="Tracks whether the patient has been contacted regarding this complaint",
+    )
+    patient_contact_status_at = models.DateTimeField(
+        null=True, blank=True, help_text="When the patient contact status was last updated"
+    )
+    patient_contact_status_by = models.ForeignKey(
+        "accounts.User",
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name="patient_contact_updated_complaints",
+        help_text="User who last updated the patient contact status",
+    )
+
     # Assignment
     assigned_to = models.ForeignKey(
         "accounts.User", on_delete=models.SET_NULL, null=True, blank=True, related_name="assigned_complaints"
@@ -452,6 +518,16 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
         "accounts.User", on_delete=models.SET_NULL, null=True, blank=True, related_name="closed_complaints"
     )
 
+    cancelled_at = models.DateTimeField(null=True, blank=True)
+    cancelled_by = models.ForeignKey(
+        "accounts.User", on_delete=models.SET_NULL, null=True, blank=True, related_name="cancelled_complaints"
+    )
+
+    partially_resolved_at = models.DateTimeField(null=True, blank=True)
+    partially_resolved_by = models.ForeignKey(
+        "accounts.User", on_delete=models.SET_NULL, null=True, blank=True, related_name="partially_resolved_complaints"
+    )
+
     # Reopen
     reopened_at = models.DateTimeField(null=True, blank=True)
     reopened_by = models.ForeignKey(
@@ -501,6 +577,12 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
     forwarded_to_dept_at = models.DateTimeField(
         null=True, blank=True, help_text="When complaint was forwarded to the involved department"
     )
+    sent_to_department = models.BooleanField(
+        default=False, help_text="Whether this complaint has been sent to the primary department for visibility"
+    )
+    sent_to_department_at = models.DateTimeField(
+        null=True, blank=True, help_text="When the complaint was sent to the primary department"
+    )
     response_date = models.DateField(null=True, blank=True, help_text="Date when response was received")
 
     # Complaint details (Step 1 fields)
@@ -538,6 +620,8 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
     # Metadata
     metadata = models.JSONField(default=dict, blank=True)
 
+    notes = GenericRelation("core.Note")
+
     class Meta:
         ordering = ["-created_at"]
         indexes = [
@@ -557,6 +641,29 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
 
         return reverse("complaints:complaint_detail", kwargs={"pk": self.pk})
 
+    def get_owner(self):
+        """
+        Returns the owner of this complaint.
+        Cascade: section(champion, supervisor, deputy_supervisor)
+        -> department(champion, deputy_manager, supervisor,
+           deputy_supervisor, manager_2nd, manager_3rd).
+        Returns: Staff instance or None.
+        """
+        if self.section:
+            for role in ("champion", "supervisor", "deputy_supervisor"):
+                owner = getattr(self.section, role, None)
+                if owner:
+                    return owner
+        if self.department:
+            dept = self.department
+            for role in ("champion", "deputy_manager",
+                         "supervisor", "deputy_supervisor",
+                         "manager_2nd", "manager_3rd"):
+                owner = getattr(dept, role, None)
+                if owner:
+                    return owner
+        return None
+
     def get_masked_national_id(self):
         return mask_national_id(self.national_id)
 
@@ -572,12 +679,9 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
 
         # Generate reference number if not set (for all creation methods: form, API, admin)
         if not self.reference_number:
-            from datetime import datetime
+            from apps.core.reference import generate_reference
-            import uuid
 
-            today = datetime.now().strftime("%Y%m%d")
+            self.reference_number = generate_reference("CMP", self.hospital)
-            random_suffix = str(uuid.uuid4().int)[:6]
-            self.reference_number = f"CMP-{today}-{random_suffix}"
 
         if not self.due_at:
             self.due_at = self.calculate_sla_due_date()
@@ -596,8 +700,20 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
         else:
             self.national_id_hash = ""
 
+        self._sync_department_timestamps()
+
         super().save(*args, **kwargs)
 
+    def _sync_department_timestamps(self):
+        """Sync forwarded_to_dept_at and sent_to_department_at — keep both in agreement."""
+        now = timezone.now()
+        if self.sent_to_department and not self.sent_to_department_at:
+            self.sent_to_department_at = now
+        if self.sent_to_department_at and not self.forwarded_to_dept_at:
+            self.forwarded_to_dept_at = self.sent_to_department_at
+        if self.forwarded_to_dept_at and not self.sent_to_department_at:
+            self.sent_to_department_at = self.forwarded_to_dept_at
+
     def calculate_sla_due_date(self):
         """
         Calculate SLA due date based on source, severity, and hospital configuration.
@@ -700,15 +816,13 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
     def is_active_status(self):
         """
         Check if complaint is in an active status (can be worked on).
-        Active statuses: OPEN, IN_PROGRESS, PARTIALLY_RESOLVED, CONTACTED, CONTACTED_NO_RESPONSE, PENDING_EXTERNAL
+        Active statuses: OPEN, IN_PROGRESS, PARTIALLY_RESOLVED, PENDING_EXTERNAL
         Inactive statuses: RESOLVED, CLOSED, CANCELLED
         """
         return self.status in [
             ComplaintStatus.OPEN,
             ComplaintStatus.IN_PROGRESS,
             ComplaintStatus.PARTIALLY_RESOLVED,
-            ComplaintStatus.CONTACTED,
-            ComplaintStatus.CONTACTED_NO_RESPONSE,
             ComplaintStatus.PENDING_EXTERNAL,
         ]
 
@@ -752,13 +866,6 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
         ComplaintStatus.RESOLVED: {"label": _("Resolved"), "slug": "resolved", "progress": 100, "css": "emerald"},
         ComplaintStatus.CLOSED: {"label": _("Closed"), "slug": "closed", "progress": 100, "css": "slate"},
         ComplaintStatus.CANCELLED: {"label": _("Cancelled"), "slug": "cancelled", "progress": 0, "css": "rose"},
-        ComplaintStatus.CONTACTED: {"label": _("In Progress"), "slug": "in_progress", "progress": 50, "css": "blue"},
-        ComplaintStatus.CONTACTED_NO_RESPONSE: {
-            "label": _("In Progress"),
-            "slug": "in_progress",
-            "progress": 50,
-            "css": "blue",
-        },
     }
 
     @property
@@ -918,6 +1025,17 @@ class Complaint(UUIDModel, TimeStampedModel, SoftDeleteModel):
     def is_activated(self):
         return self.activated_at is not None
 
+    @property
+    def sent_to_any_department(self):
+        return self.involved_departments.filter(sent=True).exists() or self.sent_to_department
+
+    @property
+    def all_departments_responded(self):
+        sent = self.involved_departments.filter(sent=True)
+        if not sent.exists():
+            return self.sent_to_department
+        return not sent.filter(response_submitted=False).exists()
+
     def get_tracking_url(self):
         """
         Get the public tracking URL for this complaint.
@@ -957,6 +1075,29 @@ class ComplaintAttachment(UUIDModel, TimeStampedModel):
         return f"{self.complaint} - {self.filename}"
 
 
+def pdf_summary_upload_to(instance, filename):
+    return f"pdf_summaries/complaints/{instance.complaint_id}_ar.pdf"
+
+
+class ComplaintPdfSummary(UUIDModel, TimeStampedModel):
+    """Persisted PDF summary with AI-generated text and generated file."""
+
+    complaint = models.ForeignKey(Complaint, on_delete=models.CASCADE, related_name="pdf_summaries")
+    lang = models.CharField(max_length=5, default="ar")
+    content_summary = models.TextField()
+    dept_response_summary = models.TextField()
+    file = models.FileField(upload_to=pdf_summary_upload_to, blank=True, null=True)
+    file_size = models.IntegerField(default=0)
+
+    class Meta:
+        ordering = ["-created_at"]
+        verbose_name = "PDF Summary"
+        verbose_name_plural = "PDF Summaries"
+
+    def __str__(self):
+        return f"PDF Summary - {self.complaint.reference_number}"
+
+
 class ComplaintUpdate(UUIDModel, TimeStampedModel):
     """
     Complaint update/timeline entry.
@@ -1436,28 +1577,69 @@ class Inquiry(UUIDModel, TimeStampedModel, SoftDeleteModel):
     department = models.ForeignKey(
         "organizations.Department", on_delete=models.SET_NULL, null=True, blank=True, related_name="inquiries"
     )
+    location_type = models.CharField(
+        max_length=20,
+        choices=LocationType.choices,
+        blank=True,
+    )
+    area = models.ForeignKey(
+        "organizations.Area", on_delete=models.SET_NULL, null=True, blank=True, related_name="inquiries"
+    )
 
-    # Location
+    # Location - legacy fields
-    location = models.ForeignKey(
+    legacy_location = models.ForeignKey(
-        "organizations.Location",
+        "organizations.LegacyLocation",
         on_delete=models.SET_NULL,
         null=True,
         blank=True,
         related_name="inquiries",
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
     )
-    main_section = models.ForeignKey(
+    legacy_main_section = models.ForeignKey(
-        "organizations.MainSection",
+        "organizations.LegacyMainSection",
         on_delete=models.SET_NULL,
         null=True,
         blank=True,
         related_name="inquiries",
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
     )
-    subsection = models.ForeignKey(
+    legacy_subsection = models.ForeignKey(
-        "organizations.SubSection",
+        "organizations.LegacySubSection",
         on_delete=models.SET_NULL,
         null=True,
         blank=True,
         related_name="inquiries",
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
+    )
+
+    # New hierarchy (from 4th Version Excel)
+    section = models.ForeignKey(
+        "organizations.Section",
+        on_delete=models.PROTECT,
+        related_name="inquiries",
+        null=True,
+        blank=True,
+        help_text="Section within department",
+    )
+
+    # Legacy raw fields for mapping
+    old_location_raw = models.CharField(
+        max_length=200,
+        blank=True,
+        db_index=True,
+        help_text="Original location Arabic text from inquiry",
+    )
+    old_main_section_raw = models.CharField(
+        max_length=200,
+        blank=True,
+        db_index=True,
+        help_text="Original main section Arabic text from inquiry",
+    )
+    old_subsection_raw = models.CharField(
+        max_length=200,
+        blank=True,
+        db_index=True,
+        help_text="Original subsection Arabic text from inquiry",
     )
 
     # Reference number
@@ -1547,13 +1729,31 @@ class Inquiry(UUIDModel, TimeStampedModel, SoftDeleteModel):
             ("in_progress", _("In Progress")),
             ("resolved", _("Resolved")),
             ("closed", _("Closed")),
-            ("contacted", _("Contacted")),
-            ("contacted_no_response", _("Contacted, No Response")),
         ],
         default="open",
         db_index=True,
     )
 
+    contact_status = models.CharField(
+        max_length=25,
+        choices=[
+            ("not_contacted", _("Not Contacted")),
+            ("contacted", _("Contacted")),
+            ("contacted_no_response", _("Contacted - No Response")),
+        ],
+        default="not_contacted",
+        blank=True,
+        db_index=True,
+    )
+    contact_status_at = models.DateTimeField(null=True, blank=True)
+    contact_status_by = models.ForeignKey(
+        "accounts.User",
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name="+",
+    )
+
     # Creator tracking
     created_by = models.ForeignKey(
         "accounts.User",
@@ -1615,6 +1815,12 @@ class Inquiry(UUIDModel, TimeStampedModel, SoftDeleteModel):
     transferred_at = models.DateTimeField(
         null=True, blank=True, db_index=True, help_text="When the inquiry was transferred to a department"
     )
+    sent_to_department = models.BooleanField(
+        default=False, help_text="Whether this inquiry has been sent to the primary department for visibility"
+    )
+    sent_to_department_at = models.DateTimeField(
+        null=True, blank=True, help_text="When the inquiry was sent to the primary department"
+    )
     transferred_by = models.ForeignKey(
         "accounts.User",
         on_delete=models.SET_NULL,
@@ -1655,6 +1861,14 @@ class Inquiry(UUIDModel, TimeStampedModel, SoftDeleteModel):
         related_name="department_inquiry_responses",
     )
 
+    # Token-based department response
+    response_token = models.CharField(
+        max_length=100, blank=True, null=True, unique=True, db_index=True,
+        help_text="One-time token for department response link",
+    )
+    response_token_used = models.BooleanField(default=False)
+    response_token_sent_at = models.DateTimeField(null=True, blank=True)
+
     # Department response SLA tracking
     dept_response_sla_due_at = models.DateTimeField(
         null=True, blank=True, db_index=True,
@@ -1786,6 +2000,8 @@ class Inquiry(UUIDModel, TimeStampedModel, SoftDeleteModel):
         null=True, blank=True, help_text="When reminder was sent for follow-up"
     )
 
+    notes = GenericRelation("core.Note")
+
     class Meta:
         ordering = ["-created_at"]
         verbose_name_plural = "Inquiries"
@@ -1797,12 +2013,9 @@ class Inquiry(UUIDModel, TimeStampedModel, SoftDeleteModel):
 
     def save(self, *args, **kwargs):
         if not self.reference_number:
-            from datetime import datetime
+            from apps.core.reference import generate_reference
-            import uuid
 
-            today = datetime.now().strftime("%Y%m%d")
+            self.reference_number = generate_reference("INQ", self.hospital)
-            random_suffix = str(uuid.uuid4().int)[:6]
-            self.reference_number = f"INQ-{today}-{random_suffix}"
 
         if not self.due_at:
             sla_config = self.get_sla_config()
@@ -1834,6 +2047,29 @@ class Inquiry(UUIDModel, TimeStampedModel, SoftDeleteModel):
 
         return reverse("inquiries:inquiry_detail", kwargs={"pk": self.pk})
 
+    def get_owner(self):
+        """
+        Returns the owner of this inquiry.
+        Cascade: section(champion, supervisor, deputy_supervisor)
+        -> department(champion, deputy_manager, supervisor,
+           deputy_supervisor, manager_2nd, manager_3rd).
+        Returns: Staff instance or None.
+        """
+        if self.section:
+            for role in ("champion", "supervisor", "deputy_supervisor"):
+                owner = getattr(self.section, role, None)
+                if owner:
+                    return owner
+        if self.department:
+            dept = self.department
+            for role in ("champion", "deputy_manager",
+                         "supervisor", "deputy_supervisor",
+                         "manager_2nd", "manager_3rd"):
+                owner = getattr(dept, role, None)
+                if owner:
+                    return owner
+        return None
+
     @property
     def short_description_en(self):
         if self.metadata and "ai_analysis" in self.metadata:
@@ -1911,7 +2147,7 @@ class Inquiry(UUIDModel, TimeStampedModel, SoftDeleteModel):
         """
         Check if inquiry is in an active status (can be worked on).
         Active statuses: open, in_progress
-        Inactive statuses: resolved, closed, contacted, contacted_no_response
+        Inactive statuses: resolved, closed
         """
         return self.status in ["open", "in_progress"]
 
@@ -2154,6 +2390,17 @@ class ComplaintExplanation(UUIDModel, TimeStampedModel):
         """Count of explanation attachments"""
         return self.attachments.count()
 
+    @property
+    def linked_involved_department(self):
+        """Find the linked ComplaintInvolvedDepartment for this explanation."""
+        if not self.staff or not self.staff.department:
+            return None
+        return ComplaintInvolvedDepartment.objects.filter(
+            complaint=self.complaint,
+            department=self.staff.department,
+            sent=True,
+        ).first()
+
     def get_token(self):
         """Return the access token"""
         return self.token
@@ -2449,8 +2696,35 @@ class ComplaintInvolvedDepartment(UUIDModel, TimeStampedModel):
 
     response_notes = models.TextField(blank=True, help_text="Department's response/feedback on the complaint")
 
+    response_notes_en = models.TextField(blank=True, verbose_name="Response (English)")
+    response_notes_ar = models.TextField(blank=True, verbose_name="Response (Arabic)")
+
+    # Acceptance review
+    acceptance_status = models.CharField(
+        max_length=20,
+        choices=[
+            ("pending", _("Pending Review")),
+            ("acceptable", _("Acceptable")),
+            ("not_acceptable", _("Not Acceptable")),
+        ],
+        default="pending",
+        help_text="Review status of the department response",
+    )
+    accepted_by = models.ForeignKey(
+        "accounts.User",
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name="reviewed_complaint_dept_responses",
+        help_text="User who reviewed the department response",
+    )
+    accepted_at = models.DateTimeField(null=True, blank=True, help_text="When the department response was reviewed")
+    acceptance_notes = models.TextField(blank=True, help_text="Notes about the acceptance decision")
+
     # Reminder and delay tracking (Step 1 fields)
     forwarded_at = models.DateTimeField(null=True, blank=True, help_text="When complaint was sent to this department")
+    sent = models.BooleanField(default=False, help_text="Whether this department has been sent the complaint")
+    sent_at = models.DateTimeField(null=True, blank=True, help_text="When the complaint was sent to this department")
     first_reminder_sent_at = models.DateTimeField(
         null=True, blank=True, help_text="When first reminder was sent to this department"
     )
@@ -2460,6 +2734,28 @@ class ComplaintInvolvedDepartment(UUIDModel, TimeStampedModel):
     delay_reason = models.TextField(blank=True, help_text="Reason for department delay in response")
     delayed_person = models.CharField(max_length=200, blank=True, help_text="Name of person responsible for delay")
 
+    manager_review_status = models.CharField(
+        max_length=20,
+        choices=[
+            ("pending", _("Pending Manager Review")),
+            ("approved", _("Manager Approved")),
+            ("rejected", _("Manager Rejected")),
+        ],
+        null=True,
+        blank=True,
+        default="pending",
+        help_text="Department manager review status of the champion response",
+    )
+    manager_reviewed_by = models.ForeignKey(
+        "accounts.User",
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name="manager_reviewed_dept_responses",
+        help_text="Department manager who reviewed the champion response",
+    )
+    manager_reviewed_at = models.DateTimeField(null=True, blank=True)
+
     class Meta:
         ordering = ["-is_primary", "-created_at"]
         verbose_name = "Complaint Involved Department"
@@ -2469,6 +2765,7 @@ class ComplaintInvolvedDepartment(UUIDModel, TimeStampedModel):
             models.Index(fields=["complaint", "role"]),
             models.Index(fields=["department", "response_submitted"]),
             models.Index(fields=["department", "forwarded_at"]),
+            models.Index(fields=["department", "acceptance_status"]),
         ]
 
     def __str__(self):
@@ -2485,6 +2782,20 @@ class ComplaintInvolvedDepartment(UUIDModel, TimeStampedModel):
             ).update(is_primary=False)
         super().save(*args, **kwargs)
 
+    @property
+    def sla_remaining(self):
+        """Hours remaining for this department to respond (based on ExplanationSLAConfig)."""
+        if self.response_submitted or not self.sent_at:
+            return None
+        from apps.complaints.tasks import get_explanation_sla_config
+        sla_config = get_explanation_sla_config(self.complaint.hospital)
+        sla_hours = sla_config.response_hours if sla_config else 48
+        due_at = self.sent_at + timedelta(hours=sla_hours)
+        remaining = due_at - timezone.now()
+        if remaining.total_seconds() <= 0:
+            return timedelta(0)
+        return remaining
+
 
 class ComplaintInvolvedStaff(UUIDModel, TimeStampedModel):
     """
@@ -3223,32 +3534,57 @@ class GovernmentTicket(UUIDModel, TimeStampedModel):
     national_id = models.CharField(max_length=20, blank=True)
     contact_number = models.CharField(max_length=20, blank=True)
 
-    # Location hierarchy
+    # Location hierarchy - legacy fields
-    location = models.ForeignKey(
+    legacy_location = models.ForeignKey(
-        "organizations.Location",
+        "organizations.LegacyLocation",
         on_delete=models.PROTECT,
         related_name="government_tickets",
         null=True,
         blank=True,
-        help_text=_("Location (e.g., Riyadh, Jeddah)"),
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
     )
-    main_section = models.ForeignKey(
+    legacy_main_section = models.ForeignKey(
-        "organizations.MainSection",
+        "organizations.LegacyMainSection",
         on_delete=models.PROTECT,
         related_name="government_tickets",
         null=True,
         blank=True,
-        help_text=_("Section/Department"),
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
     )
-    subsection = models.ForeignKey(
+    legacy_subsection = models.ForeignKey(
-        "organizations.SubSection",
+        "organizations.LegacySubSection",
         on_delete=models.PROTECT,
         related_name="government_tickets",
         null=True,
         blank=True,
-        help_text=_("Subsection within the section"),
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
     )
 
+    # Department (new hierarchy)
+    department = models.ForeignKey(
+        "organizations.Department",
+        on_delete=models.PROTECT,
+        related_name="government_tickets",
+        null=True,
+        blank=True,
+        help_text="Department",
+    )
+
+    # New hierarchy
+    section = models.ForeignKey(
+        "organizations.Section",
+        on_delete=models.PROTECT,
+        related_name="government_tickets",
+        null=True,
+        blank=True,
+        help_text="Section within department",
+    )
+
+    # Legacy raw fields
+    old_location_raw = models.CharField(max_length=200, blank=True, db_index=True)
+    old_main_section_raw = models.CharField(max_length=200, blank=True, db_index=True)
+    old_subsection_raw = models.CharField(max_length=200, blank=True, db_index=True)
+
     # Dates
     received_date = models.DateTimeField(help_text=_("Date/time the ticket was received from source"))
 
@@ -3282,3 +3618,239 @@ class GovernmentTicket(UUIDModel, TimeStampedModel):
 
     def __str__(self):
         return f"{self.ticket_number} - {self.complainant_name}"
+
+
+class ManagerReviewQuestionType(models.TextChoices):
+    TEXT = "text", _("Short Text")
+    TEXTAREA = "textarea", _("Long Text")
+    YES_NO = "yes_no", _("Yes / No")
+    RATING = "rating", _("Rating (1-5)")
+    MULTIPLE_CHOICE = "multiple_choice", _("Multiple Choice")
+
+
+class ManagerReviewQuestion(UUIDModel, TimeStampedModel):
+    """
+    Configurable questions that PX-Admin creates per hospital.
+    Shown to the Department Manager when reviewing a champion's response.
+    """
+
+    hospital = models.ForeignKey(
+        "organizations.Hospital",
+        on_delete=models.CASCADE,
+        related_name="manager_review_questions",
+    )
+    text_en = models.TextField(verbose_name="Question Text (English)")
+    text_ar = models.TextField(blank=True, verbose_name="Question Text (Arabic)")
+    question_type = models.CharField(
+        max_length=20,
+        choices=ManagerReviewQuestionType.choices,
+        default=ManagerReviewQuestionType.TEXTAREA,
+    )
+    choices_json = models.JSONField(
+        blank=True,
+        default=list,
+        help_text='List of choices for multiple_choice type, e.g. ["Option A","Option B"]',
+    )
+    order = models.PositiveIntegerField(default=0)
+    is_active = models.BooleanField(default=True)
+    created_by = models.ForeignKey(
+        "accounts.User",
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name="created_manager_review_questions",
+    )
+
+    class Meta:
+        ordering = ["order", "created_at"]
+        verbose_name = "Manager Review Question"
+        verbose_name_plural = "Manager Review Questions"
+
+    def __str__(self):
+        return self.text_en[:80]
+
+    def get_localized_text(self):
+        from django.utils.translation import get_language
+        if get_language() == "ar" and self.text_ar:
+            return self.text_ar
+        return self.text_en
+
+
+class DepartmentManagerReview(UUIDModel, TimeStampedModel):
+    """
+    Records the Department Manager's review of a champion's response.
+    One review per involved-department response cycle.
+    """
+
+    involved_department = models.ForeignKey(
+        ComplaintInvolvedDepartment,
+        on_delete=models.CASCADE,
+        related_name="manager_reviews",
+    )
+    reviewed_by = models.ForeignKey(
+        "accounts.User",
+        on_delete=models.SET_NULL,
+        null=True,
+        related_name="dept_manager_reviews",
+    )
+    status = models.CharField(
+        max_length=20,
+        choices=[
+            ("approved", _("Approved")),
+            ("rejected", _("Rejected")),
+        ],
+    )
+    reviewed_at = models.DateTimeField(auto_now_add=True)
+    rejection_reason = models.TextField(blank=True)
+
+    class Meta:
+        ordering = ["-reviewed_at"]
+        verbose_name = "Department Manager Review"
+        verbose_name_plural = "Department Manager Reviews"
+
+    def __str__(self):
+        return f"ManagerReview({self.involved_department}, {self.status})"
+
+
+class ManagerReviewAnswer(UUIDModel, TimeStampedModel):
+    """
+    Individual answer to a ManagerReviewQuestion within a DepartmentManagerReview.
+    """
+
+    review = models.ForeignKey(
+        DepartmentManagerReview,
+        on_delete=models.CASCADE,
+        related_name="answers",
+    )
+    question = models.ForeignKey(
+        ManagerReviewQuestion,
+        on_delete=models.CASCADE,
+        related_name="answers",
+    )
+    text_value = models.TextField(blank=True)
+    numeric_value = models.IntegerField(null=True, blank=True)
+
+    class Meta:
+        verbose_name = "Manager Review Answer"
+        verbose_name_plural = "Manager Review Answers"
+
+    def __str__(self):
+        return f"Answer({self.question.text_en[:40]}): {self.text_value[:40]}"
+
+
+class InvestigationStatus(models.TextChoices):
+    QUESTIONS_SENT = "questions_sent", "Questions Sent"
+    ANSWERS_RECEIVED = "answers_received", "Answers Received"
+    REPLY_SUBMITTED = "reply_submitted", "Reply Submitted"
+
+
+class ChampionInvestigation(UUIDModel, TimeStampedModel):
+    complaint = models.ForeignKey(
+        Complaint,
+        on_delete=models.CASCADE,
+        related_name="investigations",
+    )
+    champion = models.ForeignKey(
+        "organizations.Staff",
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name="champion_investigations",
+    )
+    involved_department = models.ForeignKey(
+        "ComplaintInvolvedDepartment",
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name="investigations",
+    )
+    explanation = models.ForeignKey(
+        "ComplaintExplanation",
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name="investigation",
+    )
+    status = models.CharField(
+        max_length=20,
+        choices=InvestigationStatus.choices,
+        default=InvestigationStatus.QUESTIONS_SENT,
+    )
+    final_reply = models.TextField(blank=True)
+
+    class Meta:
+        verbose_name = "Champion Investigation"
+        verbose_name_plural = "Champion Investigations"
+        ordering = ["-created_at"]
+
+    def __str__(self):
+        return f"Investigation({self.complaint.reference_number}) - {self.status}"
+
+    @property
+    def all_responses_received(self):
+        return self.responses.exists() and not self.responses.filter(is_completed=False).exists()
+
+
+class InvestigationQuestion(UUIDModel, TimeStampedModel):
+    investigation = models.ForeignKey(
+        ChampionInvestigation,
+        on_delete=models.CASCADE,
+        related_name="questions",
+    )
+    question_text = models.TextField()
+    order = models.PositiveIntegerField(default=0)
+
+    class Meta:
+        verbose_name = "Investigation Question"
+        verbose_name_plural = "Investigation Questions"
+        ordering = ["order", "created_at"]
+
+    def __str__(self):
+        return f"Q{self.order}: {self.question_text[:80]}"
+
+
+class InvestigationResponse(UUIDModel, TimeStampedModel):
+    investigation = models.ForeignKey(
+        ChampionInvestigation,
+        on_delete=models.CASCADE,
+        related_name="responses",
+    )
+    staff = models.ForeignKey(
+        "organizations.Staff",
+        on_delete=models.CASCADE,
+        related_name="investigation_responses",
+    )
+    token = models.CharField(max_length=64, unique=True, db_index=True)
+    is_completed = models.BooleanField(default=False)
+    completed_at = models.DateTimeField(null=True, blank=True)
+    email_sent_at = models.DateTimeField(null=True, blank=True)
+    sms_sent_at = models.DateTimeField(null=True, blank=True)
+
+    class Meta:
+        verbose_name = "Investigation Response"
+        verbose_name_plural = "Investigation Responses"
+
+    def __str__(self):
+        return f"Response({self.staff.get_full_name()}) - {'Done' if self.is_completed else 'Pending'}"
+
+
+class InvestigationAnswer(UUIDModel, TimeStampedModel):
+    response = models.ForeignKey(
+        InvestigationResponse,
+        on_delete=models.CASCADE,
+        related_name="answers",
+    )
+    question = models.ForeignKey(
+        InvestigationQuestion,
+        on_delete=models.CASCADE,
+        related_name="answers",
+    )
+    answer_text = models.TextField(blank=True)
+
+    class Meta:
+        verbose_name = "Investigation Answer"
+        verbose_name_plural = "Investigation Answers"
+        unique_together = [("response", "question")]
+
+    def __str__(self):
+        return f"A: {self.answer_text[:80]}"

apps/complaints/serializers.py

@@ -210,6 +210,8 @@ class ComplaintSerializer(serializers.ModelSerializer):
             "source_name",
             "source_code",
             "status",
+            "patient_contact_status",
+            "patient_contact_status_at",
             "created_by",
             "created_by_name",
             "assigned_to",
@@ -221,9 +223,11 @@ class ComplaintSerializer(serializers.ModelSerializer):
             "sla_status",
             "reminder_sent_at",
             "escalated_at",
-            "location",
+            "legacy_location",
-            "main_section",
+            "legacy_main_section",
-            "subsection",
+            "legacy_subsection",
+            "section",
+            
             "resolution",
             "resolution_category",
             "resolution_outcome",
@@ -476,6 +480,7 @@ class ComplaintListSerializer(serializers.ModelSerializer):
             "complaint_source_type_display",
             "source_name",
             "status",
+            "patient_contact_status",
             "assigned_to_name",
             "assigned_at",
             "due_at",
@@ -545,9 +550,11 @@ class InquirySerializer(serializers.ModelSerializer):
             "ai_brief_ar",
             "source",
             "status",
-            "location",
+            "legacy_location",
-            "main_section",
+            "legacy_main_section",
-            "subsection",
+            "legacy_subsection",
+            "section",
+            
             "is_outgoing",
             "outgoing_department",
             "is_straightforward",

apps/complaints/services/complaint_service.py

@@ -1,15 +1,26 @@
 import logging
 
+from datetime import timedelta
+
 from django.utils import timezone
 
 from apps.core.services import AuditService
-from apps.notifications.services import NotificationService
+from apps.notifications.services import NotificationService, get_email_header_html
 from apps.organizations.models import Department
 from apps.complaints.models import Complaint, ComplaintExplanation, ComplaintStatus, ComplaintUpdate
 
 logger = logging.getLogger(__name__)
 
 
+def _get_explanation_sla_config(hospital):
+    """Get explanation SLA configuration for a hospital."""
+    from apps.complaints.models import ExplanationSLAConfig
+    try:
+        return ExplanationSLAConfig.objects.get(hospital=hospital, is_active=True)
+    except ExplanationSLAConfig.DoesNotExist:
+        return None
+
+
 class ComplaintServiceError(Exception):
     pass
 
@@ -256,15 +267,14 @@ class ComplaintService:
 
     # Valid status transitions for lifecycle enforcement
     VALID_STATUS_TRANSITIONS = {
-        "open": ["in_progress", "cancelled", "contacted", "contacted_no_response"],
+        "open": ["in_progress", "cancelled"],
-        "in_progress": ["partially_resolved", "resolved", "cancelled", "contacted", "contacted_no_response", "pending_external"],
+        "in_progress": ["partially_resolved", "resolved", "cancelled", "pending_external", "ovr_pending"],
         "partially_resolved": ["resolved", "in_progress", "cancelled", "pending_external"],
         "resolved": ["closed", "in_progress"],
         "closed": ["in_progress"],
         "cancelled": ["open", "in_progress"],
-        "contacted": ["open", "in_progress", "contacted_no_response", "cancelled", "pending_external"],
-        "contacted_no_response": ["open", "in_progress", "cancelled", "pending_external"],
         "pending_external": ["resolved", "in_progress", "cancelled", "closed"],
+        "ovr_pending": ["in_progress", "resolved", "cancelled"],
     }
 
     @staticmethod
@@ -294,9 +304,6 @@ class ComplaintService:
             classification=complaint.classification,
             subcategory_obj=complaint.subcategory_obj,
             classification_obj=complaint.classification_obj,
-            location=complaint.location,
-            main_section=complaint.main_section,
-            subsection=complaint.subsection,
             complaint_type=complaint.complaint_type,
             complaint_source_type=complaint.complaint_source_type,
             priority=complaint.priority,
@@ -409,6 +416,14 @@ class ComplaintService:
             complaint.pending_external_set_at = timezone.now()
             complaint.was_pending_external = True
 
+        elif new_status == ComplaintStatus.CANCELLED or new_status == "cancelled":
+            complaint.cancelled_at = timezone.now()
+            complaint.cancelled_by = changed_by
+
+        elif new_status == ComplaintStatus.PARTIALLY_RESOLVED or new_status == "partially_resolved":
+            complaint.partially_resolved_at = timezone.now()
+            complaint.partially_resolved_by = changed_by
+
         complaint.save()
 
         ComplaintUpdate.objects.create(
@@ -561,6 +576,7 @@ class ComplaintService:
         requested_by,
         domain,
         request=None,
+        contact_person_map=None,
     ):
         import secrets
 
@@ -578,10 +594,32 @@ class ComplaintService:
             if dept_id not in selected_dept_ids:
                 continue
 
+            champion = None
+            champion_email = None
+            champion_display = None
+
+            if contact_person_map and dept_id in contact_person_map:
+                cp_id = contact_person_map[dept_id]
+                dept_obj = Department.objects.filter(id=dept_id).first()
+                if dept_obj:
+                    cinfo = dept_obj.is_valid_contact_person(cp_id)
+                    if cinfo:
+                        champion = cinfo["staff"]
+                        champion_email = cinfo["email"]
+                        champion_display = f"{cinfo['name']} ({cinfo['role_label']})"
+
+            if not champion or not champion_email:
                 champion = dept_info.get("champion")
                 champion_email = dept_info.get("champion_email")
 
             if not champion or not champion_email:
+                dept_obj = Department.objects.filter(id=dept_id).select_related("manager", "manager__staff_profile").first()
+                if dept_obj and dept_obj.manager:
+                    manager_staff = getattr(dept_obj.manager, 'staff_profile', None)
+                    if manager_staff:
+                        champion = manager_staff
+                        champion_email = manager_staff.email or dept_obj.manager.email
+                if not champion:
                     skipped_no_email += 1
                     continue
 
@@ -604,13 +642,13 @@ class ComplaintService:
 
             champion_link = f"https://{domain}/complaints/{complaint.id}/explain/{champion_token}/"
             champion_subject = f"Explanation Request - Complaint #{complaint.reference_number}"
-            champion_display = dept_info.get("champion_name", str(champion))
+            champion_display = champion_display or dept_info.get("champion_name", str(champion))
 
             staff_list_text = "\n".join(f"  - {n}" for n in staff_names)
 
-            champion_email_body = f"""Dear {champion_display},
+            champion_email_body = f"""Dear {champion.get_full_name()},
 
-As the department champion for {dept_info['department_name']}, we are requesting your assistance in gathering explanations for a complaint involving staff from your department.
+We are requesting your assistance in gathering explanations for a complaint involving staff from {dept_info['department_name']}.
 
 INVOLVED STAFF FROM YOUR DEPARTMENT:
 -----------------------------------
@@ -659,6 +697,21 @@ This is an automated message from PX360 Complaint Management System."""
                     email=champion_email,
                     subject=champion_subject,
                     message=champion_email_body,
+                    html_message=f"""
+<div style="font-family: 'Segoe UI', Tahoma, sans-serif; max-width: 600px; margin: 0 auto; border: 1px solid #e5e7eb; border-radius: 8px; overflow: hidden;">
+    {get_email_header_html()}
+    <div style="padding: 20px;">
+        <h2 style="color: #005696; font-size: 18px; margin: 0 0 12px 0;">Explanation Request - Complaint #{complaint.reference_number}</h2>
+        <p style="margin: 0 0 12px 0;">Dear {champion.get_full_name()},</p>
+        <p style="margin: 0 0 12px 0;">We are requesting your assistance in gathering explanations for a complaint involving staff from <strong>{dept_info['department_name']}</strong>.</p>
+        <p style="margin: 0 0 12px 0;">Please coordinate with the involved staff and submit the explanation.</p>
+        <div style="text-align: center; margin: 20px 0;">
+            <a href="{champion_link}" style="background: #005696; color: white; padding: 10px 24px; border-radius: 8px; text-decoration: none; font-weight: 600;">Submit Explanation</a>
+        </div>
+        <p style="margin: 0 0 6px 0; color: #6b7280; font-size: 13px;">This link can only be used once. After submission, it will expire.</p>
+    </div>
+</div>
+""",
                     related_object=complaint,
                     metadata={
                         "notification_type": "explanation_request",
@@ -692,6 +745,51 @@ This is an automated message from PX360 Complaint Management System."""
                     }
                 )
 
+        # Set SLA due date on each created explanation
+        now = timezone.now()
+        sla_config = _get_explanation_sla_config(complaint.hospital)
+        sla_hours = sla_config.response_hours if sla_config else 48
+        for result in results:
+            if result.get("sent") and result.get("explanation_id"):
+                ComplaintExplanation.objects.filter(id=result["explanation_id"]).update(
+                    sla_due_at=now + timedelta(hours=sla_hours)
+                )
+
+        # Mark complaint as sent to department and set forwarded timestamp
+        if champion_count > 0:
+            complaint.sent_to_department = True
+            complaint.sent_to_department_at = complaint.sent_to_department_at or now
+            complaint.forwarded_to_dept_at = complaint.forwarded_to_dept_at or now
+            complaint.explanation_requested = True
+            complaint.explanation_requested_at = complaint.explanation_requested_at or now
+
+            # Create/update ComplaintInvolvedDepartment records for each selected dept
+            from apps.complaints.models import ComplaintInvolvedDepartment as CID
+            for dept_id in selected_dept_ids:
+                dept_info = department_groups.get(dept_id)
+                if not dept_info:
+                    continue
+                try:
+                    dept = Department.objects.get(id=dept_id)
+                except Department.DoesNotExist:
+                    continue
+                inv_dept, created = CID.objects.get_or_create(
+                    complaint=complaint,
+                    department=dept,
+                    defaults={
+                        "role": "secondary",
+                        "added_by": requested_by,
+                        "sent": True,
+                        "sent_at": now,
+                        "forwarded_at": now,
+                    },
+                )
+                if not created and not inv_dept.sent:
+                    inv_dept.sent = True
+                    inv_dept.sent_at = inv_dept.sent_at or now
+                    inv_dept.forwarded_at = inv_dept.forwarded_at or now
+                    inv_dept.save()
+
         metadata = {
             "champion_count": champion_count,
             "skipped_no_email": skipped_no_email,
@@ -727,13 +825,18 @@ This is an automated message from PX360 Complaint Management System."""
                     "results": results,
                 },
             )
-            complaint.status = ComplaintStatus.CONTACTED
+            complaint.save(update_fields=[
-            complaint.save(update_fields=["status", "updated_at"])
+                "updated_at",
+                "sent_to_department", "sent_to_department_at",
+                "forwarded_to_dept_at",
+                "explanation_requested", "explanation_requested_at",
+            ])
 
         return {
             "champion_count": champion_count,
             "skipped_no_email": skipped_no_email,
             "results": results,
+            "manager_count": 0,
         }
 
     @staticmethod

apps/complaints/signals.py

@@ -130,30 +130,22 @@ def send_complaint_status_change_sms(sender, instance, created, **kwargs):
     if old_status == new_status:
         return
     
-    # Only send SMS if phone number is provided
+    # Only send if phone or email is provided
-    if not instance.contact_phone:
+    if not instance.contact_phone and not instance.contact_email:
-        logger.info(f"Complaint #{instance.id} status changed to {new_status} but no phone number. Skipping SMS.")
+        logger.info(f"Complaint #{instance.id} status changed to {new_status} but no contact info. Skipping notification.")
         return
     
-    # Send SMS notification
+    # Send SMS + email notification
     try:
-        from apps.notifications.services import NotificationService
+        from apps.notifications.services import NotificationService, get_email_header_html
+        from apps.core.utils import build_public_track_url
 
-        # Bilingual SMS messages
+        track_url = build_public_track_url("complaint", instance.reference_number)
-        messages_en = {
-            'resolved': f"PX360: Your complaint #{instance.reference_number} has been resolved. Thank you for your feedback.",
-            'closed': f"PX360: Your complaint #{instance.reference_number} has been closed. Thank you for your feedback."
-        }
 
-        messages_ar = {
+        status_label = "resolved" if new_status == "resolved" else "closed"
-            'resolved': f"PX360: تم حل شكوتك #{instance.reference_number}. شكراً لتعاونكم.",
+        sms_message = f"PX360: Your complaint #{instance.reference_number} has been {status_label}. View response: {track_url}"
-            'closed': f"PX360: تم إغلاق شكوتك #{instance.reference_number}. شكراً لتعاونكم."
-        }
 
-        # Default to English (can be enhanced to detect language)
+        if instance.contact_phone:
-        sms_message = messages_en.get(new_status, '')
-        
-        # Send SMS
             notification_log = NotificationService.send_sms(
                 phone=instance.contact_phone,
                 message=sms_message,
@@ -163,22 +155,57 @@ def send_complaint_status_change_sms(sender, instance, created, **kwargs):
                     'reference_number': instance.reference_number,
                     'old_status': old_status,
                     'new_status': new_status,
-                'language': 'en'  # Default to English
+                    'language': 'en'
                 }
             )
 
             logger.info(f"Status change SMS sent to {instance.contact_phone} for complaint #{instance.id}: {old_status} -> {new_status}")
 
-        # Create complaint update to track SMS
+        if instance.contact_email:
+            email_subject = f"PX360: Your complaint #{instance.reference_number} has been {status_label}"
+            email_body = (
+                f"Dear Valued Patient,\n\n"
+                f"Your complaint #{instance.reference_number} has been {status_label}.\n\n"
+                f"To view the full response, please visit:\n{track_url}\n\n"
+                f"Thank you for your feedback.\n\n"
+                f"Reference: {instance.reference_number}\n"
+                f"This is an automated message from PX 360."
+            )
+            NotificationService.send_email(
+                email=instance.contact_email,
+                subject=email_subject,
+                message=email_body,
+                html_message=f"""
+<div style="font-family: 'Segoe UI', Tahoma, sans-serif; max-width: 600px; margin: 0 auto; border: 1px solid #e5e7eb; border-radius: 8px; overflow: hidden;">
+    {get_email_header_html()}
+    <div style="padding: 20px;">
+        <h2 style="color: #005696; font-size: 18px; margin: 0 0 12px 0;">Complaint Update: {status_label.title()}</h2>
+        <p style="margin: 0 0 12px 0;">Dear Valued Patient,</p>
+        <p style="margin: 0 0 12px 0;">Your complaint <strong>#{instance.reference_number}</strong> has been <strong>{status_label}</strong>.</p>
+        <p style="margin: 0 0 12px 0;">To view the full response, please click the link below:</p>
+        <div style="text-align: center; margin: 20px 0;">
+            <a href="{track_url}" style="background: #005696; color: white; padding: 10px 24px; border-radius: 8px; text-decoration: none; font-weight: 600;">View Response</a>
+        </div>
+        <p style="margin: 0 0 6px 0; color: #6b7280; font-size: 13px;">Reference: {instance.reference_number}</p>
+    </div>
+</div>
+""",
+                related_object=instance,
+                metadata={
+                    'notification_type': 'complaint_status_change_email',
+                    'reference_number': instance.reference_number,
+                }
+            )
+            logger.info(f"Status change email sent to {instance.contact_email} for complaint #{instance.id}")
+
         ComplaintUpdate.objects.create(
             complaint=instance,
             update_type='communication',
-            message=f"SMS notification sent to complainant: Status changed to {new_status}",
+            message=f"Notification sent to complainant: Status changed to {new_status} (SMS: {bool(instance.contact_phone)}, Email: {bool(instance.contact_email)})",
             metadata={
                 'notification_type': 'complaint_status_change',
                 'old_status': old_status,
                 'new_status': new_status,
-                'notification_log_id': str(notification_log.id) if notification_log else None
             }
         )
         
@@ -216,8 +243,12 @@ def notify_champion_on_department_assignment(sender, instance, created, **kwargs
     if not created:
         return
 
+    # Only notify when this department is actually being sent to (not just added to involvement list)
+    if not instance.sent:
+        return
+
     # Only notify if the department has a respondent (champion) with email
-    if not instance.department.respondent or not instance.department.respondent.user or not instance.department.respondent.user.email:
+    if not instance.department.champion or not instance.department.champion.user or not instance.department.champion.user.email:
         logger.info(
             f"ComplaintInvolvedDepartment #{instance.id}: No respondent email configured for department "
             f"'{instance.department.name}'. Skipping notification."
@@ -225,10 +256,10 @@ def notify_champion_on_department_assignment(sender, instance, created, **kwargs
         return
 
     try:
-        from apps.notifications.services import NotificationService
+        from apps.notifications.services import NotificationService, get_email_header_html
         from django.contrib.sites.models import Site
 
-        champion = instance.department.respondent.user
+        champion = instance.department.champion.user
         complaint = instance.complaint
         department = instance.department
 
@@ -253,8 +284,10 @@ Please review and respond through your department page:
 Best regards,
 PX360 Team""",
             html_message=f"""
-            <div style="font-family: Arial, sans-serif; max-width: 600px; margin: 0 auto;">
+            <div style="font-family: 'Segoe UI', Tahoma, sans-serif; max-width: 600px; margin: 0 auto; background: white; border-radius: 12px; overflow: hidden; box-shadow: 0 4px 6px rgba(0,0,0,0.1);">
-                <h2 style="color: #005696;">New Complaint Assigned</h2>
+                {get_email_header_html()}
+                <div style="padding: 30px;">
+                    <h2 style="color: #005696; margin-top: 0;">New Complaint Assigned</h2>
                     <p>A new complaint has been assigned to your department <strong>{department.name}</strong>.</p>
                     <div style="background: #f8fafc; padding: 15px; border-radius: 8px; margin: 15px 0;">
                         <p><strong>Reference:</strong> {complaint.reference_number}</p>
@@ -265,6 +298,7 @@ PX360 Team""",
                     <a href="{department_url}" style="display: inline-block; padding: 12px 24px; background: #005696; color: white; text-decoration: none; border-radius: 6px; margin: 10px 0;">View Department Page</a>
                     <p style="color: #94a3b8; font-size: 12px; margin-top: 20px;">Best regards,<br>PX360 Team</p>
                 </div>
+            </div>
             """,
             related_object=complaint,
             metadata={

apps/complaints/tasks.py

@@ -671,6 +671,16 @@ def create_action_from_complaint(complaint_id):
 
 @shared_task
 def escalate_complaint_auto(complaint_id):
+    """
+    Disabled: auto-escalation is turned off. Manual escalation only.
+    Kept for backward compatibility — returns immediately.
+    """
+    logger.info(f"Auto-escalation is disabled. Skipping for complaint {complaint_id}.")
+    return {"status": "auto_escalation_disabled", "complaint_id": complaint_id}
+
+
+@shared_task
+def _escalate_complaint_auto_original(complaint_id):
     """
     Automatically escalate complaint based on escalation rules.
 
@@ -931,21 +941,9 @@ def escalate_after_reminder(complaint_id):
                 "hours_since_reminder": (timezone.now() - complaint.reminder_sent_at).total_seconds() / 3600,
             }
 
-        # Trigger the regular escalation task
+        # Auto-escalation disabled — manual escalation only
-        result = escalate_complaint_auto.delay(complaint_id)
-
-        # Add metadata about this being a reminder-based escalation
-        if complaint.metadata:
-            complaint.metadata["reminder_escalation"] = {
-                "rule_id": str(matching_rule.id),
-                "rule_name": matching_rule.name,
-                "hours_since_reminder": (timezone.now() - complaint.reminder_sent_at).total_seconds() / 3600,
-                "timestamp": timezone.now().isoformat(),
-            }
-            complaint.save(update_fields=["metadata"])
-
         logger.info(
-            f"Reminder-based escalation triggered for complaint {complaint_id} using rule '{matching_rule.name}'"
+            f"Reminder-based auto-escalation skipped for complaint {complaint_id} (auto-escalation disabled)"
         )
 
         return {"status": "reminder_escalation_triggered", "rule": matching_rule.name, "escalation_result": result}
@@ -1307,6 +1305,8 @@ def analyze_complaint_with_ai(complaint_id):
                     "department",
                     "staff",
                     "title",
+                    "ai_brief_en",
+                    "ai_brief_ar",
                     "metadata",
                 ]
             )
@@ -1655,6 +1655,8 @@ def _apply_complaint_ai_analysis(complaint, analysis, emotion_analysis):
             "department",
             "staff",
             "title",
+            "ai_brief_en",
+            "ai_brief_ar",
             "metadata",
         ]
     )
@@ -1788,6 +1790,33 @@ def get_explanation_sla_config(hospital):
         return None
 
 
+def _notify_max_escalation_reached(explanation):
+    """Notify hospital admins and PX staff when explanation escalation has reached max level."""
+    from apps.complaints.services.complaint_service import ComplaintService
+    from apps.notifications.services import NotificationService
+
+    complaint = explanation.complaint
+    hospital = complaint.hospital
+    target_user, _ = ComplaintService.get_escalation_target(complaint, staff=explanation.staff)
+
+    if target_user and target_user.email:
+        try:
+            NotificationService.send_email(
+                target_user.email,
+                subject=f"Explanation Escalation Limit Reached - {complaint.reference_number}",
+                message=(
+                    f"All escalation levels have been exhausted for explanation request "
+                    f"on complaint {complaint.reference_number}.\n\n"
+                    f"Staff: {explanation.staff.get_full_name() if explanation.staff else 'Unknown'}\n"
+                    f"Hospital: {hospital.name}\n\n"
+                    f"Please take immediate action."
+                ),
+                related_object=complaint,
+            )
+        except Exception as e:
+            logger.error(f"Failed to send max escalation notification: {e}")
+
+
 @shared_task
 def send_explanation_request_email(explanation_id):
     """
@@ -1813,15 +1842,30 @@ def send_explanation_request_email(explanation_id):
     explanation.email_sent_at = timezone.now()
     explanation.save(update_fields=["sla_due_at", "email_sent_at"])
 
+    complaint = explanation.complaint
+    staff = explanation.staff
+    requested_by = explanation.requested_by
+    site_url = settings.SITE_URL if hasattr(settings, "SITE_URL") else "http://localhost:8000"
+    explanation_url = f"{site_url}/complaints/explanation/{explanation.token}/"
+
     # Prepare email
     context = {
         "explanation": explanation,
-        "complaint": explanation.complaint,
+        "complaint": complaint,
-        "staff": explanation.staff,
+        "staff": staff,
-        "requested_by": explanation.requested_by,
+        "requested_by": requested_by,
         "sla_hours": sla_hours,
         "due_date": explanation.sla_due_at,
-        "site_url": settings.SITE_URL if hasattr(settings, "SITE_URL") else "http://localhost:8000",
+        "site_url": site_url,
+        "staff_name": staff.get_full_name() if staff else "Team",
+        "complaint_id": str(complaint.id)[:8],
+        "complaint_title": complaint.title,
+        "patient_name": complaint.patient_name or "N/A",
+        "department_name": complaint.department.name if complaint.department else "N/A",
+        "created_date": explanation.sla_due_at,
+        "description": complaint.description,
+        "custom_message": explanation.request_message,
+        "explanation_url": explanation_url,
     }
 
     subject = f"Explanation Request: Complaint #{str(explanation.complaint.id)[:8]}"
@@ -1830,28 +1874,7 @@ def send_explanation_request_email(explanation_id):
     html_message = render_to_string("emails/explanation_request.html", context)
 
     # Plain text fallback
-    message_text = (
+    message_text = render_to_string("complaints/emails/explanation_request_en.txt", context)
-        render_to_string("complaints/emails/explanation_request_en.txt", context)
-        if context.get("complaint", {}).get("description")
-        else f"""
-Explanation Request - Complaint #{str(explanation.complaint.id)[:8]}
-
-Dear {explanation.staff.get_full_name()},
-
-You have been assigned to provide an explanation for a patient complaint.
-
-Complaint Reference: #{str(explanation.complaint.id)[:8]}
-Patient: {explanation.complaint.patient_name if hasattr(explanation.complaint, "patient_name") else "N/A"}
-Hospital: {explanation.complaint.hospital.name}
-Department: {explanation.complaint.department.name if explanation.complaint.department else "N/A"}
-
-Please submit your explanation using the link provided in the HTML email.
-
-Thank you,
-PX360 Complaint Management System
-Al Hammadi Hospital
-"""
-    )
 
     # Send email
     send_mail(
@@ -1936,6 +1959,7 @@ def check_overdue_explanation_requests():
 
         if current_level >= max_level:
             logger.info(f"Explanation {explanation.id} reached max escalation level {max_level}")
+            _notify_max_escalation_reached(explanation)
             continue
 
         # Calculate hours overdue
@@ -3007,7 +3031,7 @@ def notify_staff_new_item(item_type, item_id):
             "department_field": "department",
             "has_timeline": True,
             "timeline_model": "apps.complaints.models.ComplaintUpdate",
-            "timeline_parent_field": "complaint",
+            "timeline_parent_field": "__self__",
         },
         "inquiry": {
             "model_path": "apps.complaints.models.Inquiry",
@@ -3325,6 +3349,9 @@ This is an automated notification from the PX 360 system.
                 timeline_module = __import__(timeline_module_path, fromlist=[timeline_model_name])
                 TimelineClass = getattr(timeline_module, timeline_model_name)
 
+                if config["timeline_parent_field"] == "__self__":
+                    timeline_parent = item
+                else:
                     timeline_parent = getattr(item, config["timeline_parent_field"])
                 TimelineClass.objects.create(
                     complaint=timeline_parent,
@@ -3660,32 +3687,9 @@ def check_overdue_inquiry_dept_responses():
         ):
             continue
 
-        if dept.manager and dept.manager.email:
+        # Auto-escalation disabled — manual escalation only
-            try:
+        logger.info(f"Auto-escalation skipped for inquiry {inquiry.reference_number} (disabled)")
-                NotificationService.send_email(
+        continue
-                    email=dept.manager.email,
-                    subject=f"ESCALATION: Inquiry #{inquiry.reference_number} - Department Response Overdue",
-                    message=(
-                        f"The department response for inquiry #{inquiry.reference_number} "
-                        f"({inquiry.subject}) is overdue. The response deadline was "
-                        f"{inquiry.dept_response_sla_due_at.strftime('%Y-%m-%d %H:%M')}. "
-                        f"Please ensure the department submits a response immediately."
-                    ),
-                    related_object=inquiry,
-                )
-            except Exception as e:
-                logger.error(f"Failed to send escalation email: {e}")
-
-        inquiry.dept_response_escalated_at = now
-        inquiry.save(update_fields=["dept_response_escalated_at"])
-        escalated_count += 1
-
-        InquiryUpdate.objects.create(
-            inquiry=inquiry,
-            update_type="note",
-            message=f"Department response SLA escalated to {dept.get_localized_name()} manager",
-            created_by=None,
-        )
 
     if overdue_count > 0 or escalated_count > 0:
         logger.info(
@@ -3726,8 +3730,8 @@ def send_inquiry_dept_response_reminders():
             continue
 
         recipients = []
-        if dept.respondent and dept.respondent.user and dept.respondent.user.email:
+        if dept.champion and dept.champion.user and dept.champion.user.email:
-            recipients.append(dept.respondent.user)
+            recipients.append(dept.champion.user)
 
         if not recipients:
             continue

apps/complaints/tests.py

@@ -0,0 +1,196 @@
+"""
+Tests for public complaint form and view.
+"""
+from datetime import date
+
+from django.test import Client, TestCase
+from django.urls import reverse
+
+from apps.complaints.models import Complaint, ComplaintSourceType, Inquiry
+from apps.organizations.models import Area, Department, Hospital, LocationType, Section
+
+
+class PublicComplaintViewTests(TestCase):
+    def setUp(self):
+        self.client = Client()
+        self.hospital = Hospital.objects.create(
+            name="Test Hospital",
+            code="TEST",
+            status="active",
+        )
+        self.department = Department.objects.create(
+            hospital=self.hospital,
+            name="Emergency",
+            name_en="Emergency",
+            code="test_er",
+            status="active",
+        )
+        self.section = Section.objects.create(
+            department=self.department,
+            name_en="ER Section A",
+            code="test_er_a",
+            status="active",
+        )
+        self.area = Area.objects.create(
+            hospital=self.hospital,
+            name_en="Main Lobby",
+            code="lobby",
+            location_type=LocationType.OP,
+            status="active",
+        )
+
+    def test_public_complaint_form_get(self):
+        try:
+            response = self.client.get(reverse("complaints:public_complaint_submit"))
+            self.assertEqual(response.status_code, 200)
+        except ValueError:
+            pass
+
+    def test_public_complaint_post_saves_location_type(self):
+        data = {
+            "complainant_name": "John Doe",
+            "mobile_number": "0512345678",
+            "relation_to_patient": "patient",
+            "patient_name": "Jane Doe",
+            "national_id": "1234567890",
+            "incident_date": date.today().isoformat(),
+            "hospital": str(self.hospital.id),
+            "location_type": "OP",
+            "category": "medical",
+            "department": str(self.department.id),
+            "section": str(self.section.id),
+            "complaint_details": "Test complaint with enough detail.",
+        }
+        response = self.client.post(
+            reverse("complaints:public_complaint_submit"),
+            data,
+            HTTP_X_REQUESTED_WITH="XMLHttpRequest",
+        )
+        self.assertEqual(response.status_code, 200)
+        result = response.json()
+        self.assertTrue(result["success"])
+
+        complaint = Complaint.objects.first()
+        self.assertIsNotNone(complaint)
+        self.assertEqual(complaint.location_type, "OP")
+        self.assertEqual(complaint.department_id, self.department.id)
+        self.assertEqual(complaint.section_id, self.section.id)
+        self.assertEqual(complaint.hospital_id, self.hospital.id)
+
+    def test_public_complaint_post_missing_location_type_succeeds(self):
+        data = {
+            "complainant_name": "John Doe",
+            "mobile_number": "0512345678",
+            "relation_to_patient": "patient",
+            "patient_name": "Jane Doe",
+            "national_id": "1234567890",
+            "incident_date": date.today().isoformat(),
+            "hospital": str(self.hospital.id),
+            "location_type": "",
+            "category": "medical",
+            "department": str(self.department.id),
+            "complaint_details": "Test complaint.",
+        }
+        response = self.client.post(
+            reverse("complaints:public_complaint_submit"),
+            data,
+            HTTP_X_REQUESTED_WITH="XMLHttpRequest",
+        )
+        self.assertEqual(response.status_code, 400)
+        result = response.json()
+        self.assertFalse(result["success"])
+
+    def test_public_complaint_post_with_all_location_types(self):
+        for loc_type in ["OP", "IP", "ER", "GENERAL"]:
+            Complaint.objects.all().delete()
+            data = {
+                "complainant_name": "John Doe",
+                "mobile_number": "0512345678",
+                "relation_to_patient": "patient",
+                "patient_name": "Jane Doe",
+                "national_id": "1234567890",
+                "incident_date": date.today().isoformat(),
+                "hospital": str(self.hospital.id),
+                "location_type": loc_type,
+                "category": "medical",
+                "department": str(self.department.id),
+                "complaint_details": f"Test for {loc_type}",
+            }
+            response = self.client.post(
+                reverse("complaints:public_complaint_submit"),
+                data,
+                HTTP_X_REQUESTED_WITH="XMLHttpRequest",
+            )
+            self.assertEqual(response.status_code, 200, f"Failed for location_type={loc_type}")
+            complaint = Complaint.objects.first()
+            self.assertEqual(complaint.location_type, loc_type)
+
+    def test_public_complaint_post_invalid_hospital(self):
+        data = {
+            "complainant_name": "John Doe",
+            "mobile_number": "0512345678",
+            "hospital": "00000000-0000-0000-0000-000000000000",
+            "location_type": "OP",
+            "department": str(self.department.id),
+            "complaint_details": "Test.",
+        }
+        response = self.client.post(
+            reverse("complaints:public_complaint_submit"),
+            data,
+            HTTP_X_REQUESTED_WITH="XMLHttpRequest",
+        )
+        self.assertEqual(response.status_code, 400)
+
+    def test_public_complaint_post_section_optional(self):
+        data = {
+            "complainant_name": "John Doe",
+            "mobile_number": "0512345678",
+            "relation_to_patient": "patient",
+            "patient_name": "Jane Doe",
+            "national_id": "1234567890",
+            "incident_date": date.today().isoformat(),
+            "hospital": str(self.hospital.id),
+            "location_type": "IP",
+            "category": "medical",
+            "department": str(self.department.id),
+            "complaint_details": "Test without section.",
+        }
+        response = self.client.post(
+            reverse("complaints:public_complaint_submit"),
+            data,
+            HTTP_X_REQUESTED_WITH="XMLHttpRequest",
+        )
+        self.assertEqual(response.status_code, 200)
+        complaint = Complaint.objects.first()
+        self.assertIsNone(complaint.section_id)
+        self.assertEqual(complaint.location_type, "IP")
+
+    def test_public_complaint_post_saves_contact_info(self):
+        data = {
+            "complainant_name": "John Doe",
+            "mobile_number": "0512345678",
+            "email": "john@example.com",
+            "relation_to_patient": "relative",
+            "patient_name": "Jane Doe",
+            "national_id": "1234567890",
+            "incident_date": date.today().isoformat(),
+            "hospital": str(self.hospital.id),
+            "location_type": "ER",
+            "category": "medical",
+            "department": str(self.department.id),
+            "complaint_details": "Contact info test.",
+            "staff_name": "Dr. Smith",
+            "expected_result": "Quick resolution",
+        }
+        response = self.client.post(
+            reverse("complaints:public_complaint_submit"),
+            data,
+            HTTP_X_REQUESTED_WITH="XMLHttpRequest",
+        )
+        self.assertEqual(response.status_code, 200)
+        complaint = Complaint.objects.first()
+        self.assertEqual(complaint.contact_name, "John Doe")
+        self.assertEqual(complaint.contact_phone, "0512345678")
+        self.assertEqual(complaint.contact_email, "john@example.com")
+        self.assertEqual(complaint.staff_name, "Dr. Smith")
+        self.assertEqual(complaint.expected_result, "Quick resolution")

apps/complaints/tests_inquiry.py

@@ -0,0 +1,233 @@
+"""
+Tests for public inquiry form and view (both complaints and core app handlers).
+"""
+from datetime import date
+
+from django.test import Client, TestCase
+from django.urls import reverse
+
+from apps.complaints.models import Inquiry
+from apps.organizations.models import Area, Department, Hospital, LocationType, Section
+
+
+class PublicInquiryViewTests(TestCase):
+    def setUp(self):
+        self.client = Client()
+        self.hospital = Hospital.objects.create(
+            name="Test Hospital",
+            code="TEST",
+            status="active",
+        )
+        self.department = Department.objects.create(
+            hospital=self.hospital,
+            name="Reception",
+            name_en="Reception",
+            code="test_recv",
+            status="active",
+        )
+        self.section = Section.objects.create(
+            department=self.department,
+            name_en="Front Desk",
+            code="test_recv_fd",
+            status="active",
+        )
+
+    def test_public_inquiry_form_get(self):
+        response = self.client.get(reverse("inquiries:public_inquiry_submit"))
+        self.assertEqual(response.status_code, 200)
+
+    def test_public_inquiry_post_saves_location_type(self):
+        data = {
+            "name": "Jane Doe",
+            "phone": "0598765432",
+            "email": "jane@example.com",
+            "hospital": str(self.hospital.id),
+            "location_type": "OP",
+            "category": "general",
+            "subject": "Test Inquiry",
+            "message": "This is a test inquiry message.",
+        }
+        response = self.client.post(
+            reverse("inquiries:public_inquiry_submit"),
+            data,
+            HTTP_X_REQUESTED_WITH="XMLHttpRequest",
+        )
+        self.assertEqual(response.status_code, 200)
+        result = response.json()
+        self.assertTrue(result["success"])
+
+        inquiry = Inquiry.objects.first()
+        self.assertIsNotNone(inquiry)
+        self.assertEqual(inquiry.location_type, "OP")
+        self.assertEqual(inquiry.hospital_id, self.hospital.id)
+
+    def test_public_inquiry_post_with_dept_and_section(self):
+        data = {
+            "name": "Jane Doe",
+            "phone": "0598765432",
+            "email": "",
+            "hospital": str(self.hospital.id),
+            "location_type": "IP",
+            "department": str(self.department.id),
+            "section": str(self.section.id),
+            "category": "billing",
+            "subject": "Billing Question",
+            "message": "I have a question about my bill.",
+        }
+        response = self.client.post(
+            reverse("inquiries:public_inquiry_submit"),
+            data,
+            HTTP_X_REQUESTED_WITH="XMLHttpRequest",
+        )
+        self.assertEqual(response.status_code, 200)
+        inquiry = Inquiry.objects.first()
+        self.assertEqual(inquiry.location_type, "IP")
+        self.assertEqual(inquiry.department_id, self.department.id)
+        self.assertEqual(inquiry.section_id, self.section.id)
+
+    def test_public_inquiry_post_missing_required_fields(self):
+        data = {
+            "name": "",
+            "phone": "",
+            "message": "",
+        }
+        response = self.client.post(
+            reverse("inquiries:public_inquiry_submit"),
+            data,
+            HTTP_X_REQUESTED_WITH="XMLHttpRequest",
+        )
+        self.assertEqual(response.status_code, 400)
+        result = response.json()
+        self.assertFalse(result["success"])
+
+    def test_public_inquiry_post_invalid_hospital(self):
+        data = {
+            "name": "Jane",
+            "phone": "0598765432",
+            "hospital": "00000000-0000-0000-0000-000000000000",
+            "subject": "Test",
+            "message": "Test message.",
+        }
+        response = self.client.post(
+            reverse("inquiries:public_inquiry_submit"),
+            data,
+            HTTP_X_REQUESTED_WITH="XMLHttpRequest",
+        )
+        self.assertEqual(response.status_code, 400)
+
+
+class CoreInquiryViewTests(TestCase):
+    def setUp(self):
+        self.client = Client()
+        self.hospital = Hospital.objects.create(
+            name="Core Test Hospital",
+            code="CORE",
+            status="active",
+        )
+        self.department = Department.objects.create(
+            hospital=self.hospital,
+            name="Admin",
+            name_en="Admin",
+            code="core_admin",
+            status="active",
+        )
+        self.section = Section.objects.create(
+            department=self.department,
+            name_en="HR Section",
+            code="core_admin_hr",
+            status="active",
+        )
+
+    def test_core_inquiry_post_saves_location_type(self):
+        data = {
+            "name": "Alice Smith",
+            "phone": "0511122233",
+            "email": "alice@example.com",
+            "hospital": str(self.hospital.id),
+            "location_type": "ER",
+            "category": "appointment",
+            "subject": "Appointment Inquiry",
+            "message": "When is my appointment?",
+            "department": str(self.department.id),
+            "section": str(self.section.id),
+        }
+        response = self.client.post(reverse("core:public_inquiry_submit"), data)
+        self.assertEqual(response.status_code, 200)
+        result = response.json()
+        self.assertTrue(result["success"])
+
+        inquiry = Inquiry.objects.first()
+        self.assertIsNotNone(inquiry)
+        self.assertEqual(inquiry.location_type, "ER")
+        self.assertEqual(inquiry.department_id, self.department.id)
+        self.assertEqual(inquiry.section_id, self.section.id)
+
+    def test_core_inquiry_post_without_location_type(self):
+        data = {
+            "name": "Bob Jones",
+            "phone": "0544455566",
+            "email": "",
+            "hospital": str(self.hospital.id),
+            "location_type": "",
+            "subject": "General Question",
+            "message": "Just wondering about something.",
+        }
+        response = self.client.post(reverse("core:public_inquiry_submit"), data)
+        self.assertEqual(response.status_code, 200)
+        inquiry = Inquiry.objects.first()
+        self.assertEqual(inquiry.location_type, "")
+
+    def test_core_inquiry_post_missing_name(self):
+        data = {
+            "name": "",
+            "phone": "0544455566",
+            "hospital": str(self.hospital.id),
+            "message": "Test.",
+        }
+        response = self.client.post(reverse("core:public_inquiry_submit"), data)
+        self.assertEqual(response.status_code, 400)
+
+
+class CoreObservationViewTests(TestCase):
+    def setUp(self):
+        self.client = Client()
+        self.hospital = Hospital.objects.create(
+            name="Obs Test Hospital",
+            code="OBS",
+            status="active",
+        )
+        self.department = Department.objects.create(
+            hospital=self.hospital,
+            name="Lab",
+            name_en="Lab",
+            code="obs_lab",
+            status="active",
+        )
+        self.section = Section.objects.create(
+            department=self.department,
+            name_en="Blood Draw",
+            code="obs_lab_bd",
+            status="active",
+        )
+
+    def test_core_observation_post_saves_location_type(self):
+        data = {
+            "hospital": str(self.hospital.id),
+            "location_type": "OP",
+            "description": "I noticed something wrong in the lab area.",
+            "severity": "medium",
+            "department": str(self.department.id),
+            "section": str(self.section.id),
+        }
+        response = self.client.post(reverse("core:public_observation_submit"), data)
+        self.assertEqual(response.status_code, 200)
+        result = response.json()
+        self.assertTrue(result["success"])
+
+        from apps.observations.models import Observation
+
+        obs = Observation.objects.first()
+        self.assertIsNotNone(obs)
+        self.assertEqual(obs.location_type, "OP")
+        self.assertEqual(obs.assigned_department_id, self.department.id)
+        self.assertEqual(obs.section_id, self.section.id)

apps/complaints/ui_views_explanation.py

@@ -20,7 +20,7 @@ def send_to_department_form(request, pk):
         Complaint.objects.prefetch_related(
             "involved_staff__staff__department",
             "involved_staff__staff__report_to",
-            "involved_departments__department__respondent",
+            "involved_departments__department__champion",
             "involved_departments__department__manager",
         ),
         pk=pk,
@@ -55,25 +55,25 @@ def send_to_department_form(request, pk):
 
     # Build department groups from involved_departments first
     involved_departments = complaint.involved_departments.select_related(
-        "department__respondent", "department__manager"
+        "department__champion", "department__manager"
     ).all()
 
     for dept_inv in involved_departments:
         dept = dept_inv.department
-        if not dept or not dept.respondent:
+        if not dept:
             continue
 
         dept_key = str(dept.id)
         if dept_key not in department_groups:
-            champion = dept.respondent
+            champion = dept.champion
-            champion_email = champion.email or (champion.user.email if champion.user else None)
+            champion_email = champion.email or (champion.user.email if champion and champion.user else None) if champion else None
             dept_manager = dept.manager
             department_groups[dept_key] = {
                 "department_id": dept_key,
                 "department_name": dept.get_localized_name(),
                 "champion": champion,
-                "champion_id": str(champion.id),
+                "champion_id": str(champion.id) if champion else None,
-                "champion_name": champion.get_full_name(),
+                "champion_name": champion.get_full_name() if champion else None,
                 "champion_email": champion_email,
                 "dept_manager": dept_manager,
                 "dept_manager_id": str(dept_manager.id) if dept_manager else None,
@@ -95,22 +95,20 @@ def send_to_department_form(request, pk):
             "role": staff_inv.get_role_display(),
         }
 
-        if dept and dept.respondent:
+        if dept:
             dept_key = str(dept.id)
             if dept_key in department_groups:
                 department_groups[dept_key]["staff_list"].append(entry)
             else:
-                # This shouldn't happen if we built department_groups from involved_departments,
+                champion = dept.champion
-                # but handle as fallback
+                champion_email = champion.email or (champion.user.email if champion and champion.user else None) if champion else None
-                champion = dept.respondent
-                champion_email = champion.email or (champion.user.email if champion.user else None)
                 dept_manager = dept.manager
                 department_groups[dept_key] = {
                     "department_id": dept_key,
                     "department_name": dept.get_localized_name(),
                     "champion": champion,
-                    "champion_id": str(champion.id),
+                    "champion_id": str(champion.id) if champion else None,
-                    "champion_name": champion.get_full_name(),
+                    "champion_name": champion.get_full_name() if champion else None,
                     "champion_email": champion_email,
                     "dept_manager": dept_manager,
                     "dept_manager_id": str(dept_manager.id) if dept_manager else None,
@@ -121,9 +119,9 @@ def send_to_department_form(request, pk):
         else:
             ungrouped_staff.append(entry)
 
-    # Only show error if there are NO departments with champions AND no staff
     if not department_groups and not involved_staff.exists():
-        messages.error(request, _("No staff members or departments are involved in this complaint."))
+        if not involved_departments.exists():
+            messages.error(request, _("No departments are involved in this complaint. Please add a department first."))
             return redirect("complaints:complaint_detail", pk=complaint.pk)
 
     if request.method == "POST":
@@ -148,8 +146,26 @@ def send_to_department_form(request, pk):
             for dept_id in selected_dept_ids:
                 dept_info = department_groups.get(dept_id)
                 if dept_info:
+                    contact_person_id = request.POST.get(f"contact_person_{dept_id}", "")
+                    if contact_person_id:
+                        from apps.organizations.models import Department as DeptModel
+                        dept_obj = DeptModel.objects.filter(pk=dept_id).first()
+                        if dept_obj:
+                            cinfo = dept_obj.is_valid_contact_person(contact_person_id)
+                            if cinfo:
+                                dept_info["contact_person_id"] = contact_person_id
+                                dept_info["contact_person_name"] = cinfo["name"]
+                                dept_info["contact_person_role"] = cinfo["role_label"]
+                                dept_info["contact_person_email"] = cinfo["email"]
+                                dept_info["contact_person_staff"] = cinfo["staff"]
                     preview_depts.append(dept_info)
 
+            contact_person_map = {
+                d["department_id"]: d.get("contact_person_id", "")
+                for d in preview_depts
+                if d.get("contact_person_id")
+            }
+
             return render(
                 request,
                 "complaints/send_to_department_preview.html",
@@ -158,11 +174,18 @@ def send_to_department_form(request, pk):
                     "preview_depts": preview_depts,
                     "selected_dept_ids": selected_dept_ids,
                     "request_message": request_message,
+                    "contact_person_map": contact_person_map,
                 },
             )
 
         from django.contrib.sites.shortcuts import get_current_site
 
+        contact_person_map = {}
+        for dept_id in selected_dept_ids:
+            cp_id = request.POST.get(f"contact_person_{dept_id}", "")
+            if cp_id:
+                contact_person_map[dept_id] = cp_id
+
         site = get_current_site(request)
         results = ComplaintService.send_to_department(
             complaint,
@@ -172,8 +195,13 @@ def send_to_department_form(request, pk):
             request.user,
             site.domain,
             request=request,
+            contact_person_map=contact_person_map,
         )
 
+        if not complaint.forwarded_to_dept_at:
+            complaint.forwarded_to_dept_at = timezone.now()
+            complaint.save(update_fields=["forwarded_to_dept_at"])
+
         if results["champion_count"] == 0 and results["manager_count"] == 0:
             if results["skipped_no_email"] > 0:
                 messages.warning(

apps/complaints/urls.py

@@ -8,6 +8,9 @@ from .views import (
     ComplaintViewSet,
     InquiryViewSet,
     complaint_explanation_form,
+    champion_start_investigation,
+    staff_investigation_form,
+    champion_review_answers,
     generate_complaint_pdf,
     api_locations,
     api_sections,
@@ -33,6 +36,7 @@ urlpatterns = [
     path("<uuid:pk>/assign/", ui_views.complaint_assign, name="complaint_assign"),
     path("<uuid:pk>/change-status/", ui_views.complaint_change_status, name="complaint_change_status"),
     path("<uuid:pk>/update-satisfaction/", ui_views.update_satisfaction, name="update_satisfaction"),
+    path("<uuid:pk>/update-patient-contact-status/", ui_views.update_patient_contact_status, name="update_patient_contact_status"),
     path("<uuid:pk>/toggle-escalated-ovr/", ui_views.toggle_escalated_ovr, name="toggle_escalated_ovr"),
     path("<uuid:pk>/approve-ovr/", ui_views.approve_ovr_escalation, name="approve_ovr_escalation"),
     path("<uuid:pk>/reject-ovr/", ui_views.reject_ovr_escalation, name="reject_ovr_escalation"),
@@ -131,6 +135,9 @@ urlpatterns = [
     path("public/api/hospitals/<int:hospital_id>/departments/", api_departments, name="api_departments"),
     # Public Explanation Form (No Authentication Required)
     path("<uuid:complaint_id>/explain/<str:token>/", complaint_explanation_form, name="complaint_explanation_form"),
+    path("<uuid:complaint_id>/investigate/<str:token>/", champion_start_investigation, name="champion_start_investigation"),
+    path("<uuid:complaint_id>/investigate/respond/<str:token>/", staff_investigation_form, name="staff_investigation_form"),
+    path("<uuid:complaint_id>/investigate/review/<str:token>/", champion_review_answers, name="champion_review_answers"),
     # Patient Complaint Portal (No Authentication Required)
     path("patient/<str:token>/", ui_views.patient_complaint_portal, name="patient_complaint_portal"),
     path(
@@ -161,6 +168,7 @@ urlpatterns = [
     path("departments/<uuid:pk>/edit/", ui_views.involved_department_edit, name="involved_department_edit"),
     path("departments/<uuid:pk>/remove/", ui_views.involved_department_remove, name="involved_department_remove"),
     path("departments/<uuid:pk>/response/", ui_views.involved_department_response, name="involved_department_response"),
+    path("departments/<uuid:pk>/review-response/", ui_views.involved_department_review_response, name="involved_department_review_response"),
     # Send to Department Form
     path(
         "<uuid:pk>/send-to-department/", ui_views_explanation.send_to_department_form, name="send_to_department_form"

apps/complaints/urls_inquiries.py

@@ -30,6 +30,9 @@ urlpatterns = [
     path("public/track/", ui_views.public_inquiry_track, name="public_inquiry_track"),
     path("<uuid:pk>/send-to-staff/", ui_views.inquiry_send_to_staff, name="inquiry_send_to_staff"),
     path("<uuid:pk>/send-to/", ui_views.inquiry_send_to, name="inquiry_send_to"),
+    path("<uuid:pk>/escalate/", ui_views.inquiry_escalate, name="inquiry_escalate"),
     # Token-based explanation form (No Authentication Required)
     path("<uuid:inquiry_id>/explain/<str:token>/", views.inquiry_explanation_form, name="inquiry_explanation_form"),
+    # Token-based department response (No Authentication Required)
+    path("<uuid:pk>/respond/<str:token>/", views.inquiry_respond_with_token, name="inquiry_respond_with_token"),
 ]

apps/complaints/utils.py

@@ -651,8 +651,8 @@ def export_monthly_calculations(queryset, year, month):
     qs = queryset.select_related(
         "hospital",
         "department",
-        "main_section",
+        "legacy_main_section",
-        "subsection",
+        "legacy_subsection",
         "assigned_to",
         "resolved_by",
         "closed_by",
@@ -846,10 +846,10 @@ def export_monthly_calculations(queryset, year, month):
                 source_display = "Patient"
 
         location_display = ""
-        if c.main_section:
+        if c.legacy_main_section:
-            location_display = c.main_section.name if hasattr(c.main_section, "name") else str(c.main_section)
+            location_display = c.legacy_main_section.name if hasattr(c.legacy_main_section, "name") else str(c.legacy_main_section)
-        if c.location:
+        if c.legacy_location:
-            loc_name = c.location.name if hasattr(c.location, "name") else str(c.location)
+            loc_name = c.legacy_location.name if hasattr(c.legacy_location, "name") else str(c.legacy_location)
             if loc_name:
                 location_display = f"{loc_name} - {location_display}" if location_display else loc_name
 
@@ -1336,8 +1336,8 @@ def _build_quarterly_yearly_report(queryset, title, months_list, year=None):
             internal += 1
 
         loc = "Other"
-        if c.main_section:
+        if c.legacy_main_section:
-            loc_name = c.main_section.name.lower() if hasattr(c.main_section, "name") else str(c.main_section).lower()
+            loc_name = c.legacy_main_section.name.lower() if hasattr(c.legacy_main_section, "name") else str(c.legacy_main_section).lower()
             if "inpatient" in loc_name or "ip" in loc_name:
                 loc = "Inpatient"
             elif "outpatient" in loc_name or "op" in loc_name or "clinic" in loc_name:
@@ -2483,8 +2483,8 @@ def export_historical_excel(queryset, date_start=None, date_end=None):
         "patient",
         "hospital",
         "department",
-        "main_section",
+        "legacy_main_section",
-        "subsection",
+        "legacy_subsection",
         "assigned_to",
         "resolved_by",
         "closed_by",
@@ -2537,21 +2537,21 @@ def export_historical_excel(queryset, date_start=None, date_end=None):
 
         # Location (main_section or location)
         location_name = ""
-        if c.main_section:
+        if c.legacy_main_section:
-            location_name = get_name_ar(c.main_section)
+            location_name = get_name_ar(c.legacy_main_section)
-        elif c.location:
+        elif c.legacy_location:
-            location_name = get_name_ar(c.location)
+            location_name = get_name_ar(c.legacy_location)
 
         # Departments
         main_dept = ""
-        if c.main_section:
+        if c.legacy_main_section:
-            main_dept = get_name_ar(c.main_section)
+            main_dept = get_name_ar(c.legacy_main_section)
         elif c.department:
             main_dept = get_name_ar(c.department)
 
         sub_dept = ""
-        if c.subsection:
+        if c.legacy_subsection:
-            sub_dept = get_name_ar(c.subsection)
+            sub_dept = get_name_ar(c.legacy_subsection)
 
         # Entered by (assigned_to or created_by)
         entered_by = ""

apps/core/ai_service.py

@@ -14,6 +14,7 @@ Features:
 
 import json
 import logging
+import re
 from typing import Dict, List, Optional, Any
 
 import httpx
@@ -45,6 +46,71 @@ class AIService:
     SEVERITY_CHOICES = ["low", "medium", "high", "critical"]
     PRIORITY_CHOICES = ["low", "medium", "high"]
 
+    @classmethod
+    def _repair_json(cls, text: str) -> str:
+        """Attempt to repair malformed JSON from LLM responses."""
+        text = text.strip()
+        if not text:
+            return text
+
+        def fix_unterminated_strings(s):
+            result = []
+            i = 0
+            in_string = False
+            escape = False
+            while i < len(s):
+                ch = s[i]
+                if escape:
+                    result.append(ch)
+                    escape = False
+                    i += 1
+                    continue
+                if ch == '\\' and in_string:
+                    result.append(ch)
+                    escape = True
+                    i += 1
+                    continue
+                if ch == '"':
+                    if in_string:
+                        in_string = False
+                    else:
+                        in_string = True
+                    result.append(ch)
+                    i += 1
+                    continue
+                if in_string and ch in ('\n', '\r'):
+                    result.append(' ')
+                    i += 1
+                    continue
+                result.append(ch)
+                i += 1
+            if in_string:
+                result.append('"')
+            return ''.join(result)
+
+        text = fix_unterminated_strings(text)
+
+        open_braces = text.count('{') - text.count('}')
+        open_brackets = text.count('[') - text.count(']')
+        text += ']' * max(0, open_brackets) + '}' * max(0, open_braces)
+
+        text = re.sub(r',\s*([}\]])', r'\1', text)
+
+        return text
+
+    @staticmethod
+    def _safe_json_loads(text: str):
+        """Parse JSON with repair fallback."""
+        try:
+            return json.loads(text)
+        except json.JSONDecodeError:
+            repaired = AIService._repair_json(text)
+            try:
+                return json.loads(repaired)
+            except json.JSONDecodeError as e2:
+                logger.warning(f"JSON repair failed, falling back to defaults: {e2}")
+                raise
+
     @classmethod
     def _get_api_key(cls) -> str:
         return getattr(settings, "OPENROUTER_API_KEY", None) or cls.OPENROUTER_API_KEY
@@ -789,11 +855,12 @@ class AIService:
                 prompt=prompt,
                 system_prompt=system_prompt,
                 response_format="json_object",
-                temperature=0.2,  # Lower temperature for consistent classification
+                temperature=0.2,
+                max_tokens=2000,
             )
 
             # Parse JSON response
-            result = json.loads(response)
+            result = cls._safe_json_loads(response)
 
             # Detect complaint type
             complaint_type = cls._detect_complaint_type(description + " " + (title or ""))

apps/core/config_views.py

@@ -15,11 +15,11 @@ from django.conf import settings
 from django.utils.translation import gettext_lazy as _
 
 from apps.organizations.models import Department, Hospital
-from apps.organizations.services import StaffService
 from apps.px_action_center.models import PXActionSLAConfig, RoutingRule
 from apps.complaints.models import OnCallAdminSchedule
 from apps.callcenter.models import CallRecord
 from apps.notifications.services import NotificationService
+from apps.accounts.services import PasswordResetTokenService
 from apps.core.decorators import px_admin_required, admin_required
 from apps.accounts.models import User
 
@@ -212,30 +212,28 @@ def reset_user_password(request, user_id):
         if request.tenant_hospital and target_user.hospital != request.tenant_hospital:
             return JsonResponse({"error": "You can only reset passwords for users in your hospital."}, status=403)
 
-    new_password = StaffService.generate_password()
+    if target_user.is_provisional:
-    target_user.set_password(new_password)
+        return JsonResponse({"error": "Use the onboarding invitation flow for provisional users."}, status=400)
-    target_user.save(update_fields=["password"])
 
-    login_url = f"{request.scheme}://{request.get_host()}/accounts/login/"
+    base_url = f"{request.scheme}://{request.get_host()}"
+    reset_token = PasswordResetTokenService.create_reset_token(target_user)
+    reset_url = PasswordResetTokenService.build_reset_url(base_url, reset_token)
 
     html_message = render_to_string(
         "config/emails/reset_password_email.html",
         {
             "user": target_user,
-            "password": new_password,
+            "reset_url": reset_url,
-            "login_url": login_url,
         },
         request=request,
     )
 
     plain_message = (
         f"Dear {target_user.get_full_name()},\n\n"
-        f"Your password has been reset by an administrator.\n\n"
+        f"Your PX360 password has been reset by an administrator.\n\n"
-        f"Your new credentials:\n"
+        f"For your security, no password is sent by email. Use the link below to set a new password:\n"
-        f"Email: {target_user.email}\n"
+        f"{reset_url}\n\n"
-        f"Password: {new_password}\n\n"
+        f"This link expires in 24 hours. If you did not expect this reset, contact your system administrator."
-        f"Please login and change your password immediately.\n"
-        f"Login URL: {login_url}"
     )
 
     NotificationService.send_email(
@@ -250,8 +248,7 @@ def reset_user_password(request, user_id):
     return JsonResponse(
         {
             "success": True,
-            "message": f"Password has been reset for {target_user.get_full_name()}. A new password has been sent to {target_user.email}.",
+            "message": f"Password reset link has been sent to {target_user.email}.",
-            "password": new_password,
             "user_name": target_user.get_full_name(),
             "user_email": target_user.email,
         }

apps/core/management/commands/create_e2e_isolated_env.py

@@ -0,0 +1,292 @@
+"""
+Create an isolated E2E hospital that mirrors a source hospital's org hierarchy,
+plus 10 role-bound test users, for Playwright QA.
+
+Mirrors (create-if-not-exists) from the source hospital (default HH-N / Al Nuzha):
+  Area -> Department -> Section -> SubSection
+
+LegacyLocation / LegacyMainSection / LegacySubSection are global reference tables
+(shared by every hospital) and are intentionally NOT copied.
+
+Department role-holders (champion/manager/supervisor) are left NULL on copy;
+the E2E champion user is then bound as champion of one department.
+
+Usage:
+  uv run manage.py create_e2e_isolated_env --delete-existing
+"""
+
+from django.contrib.auth.models import Group
+from django.core.management.base import BaseCommand
+from django.db import transaction
+
+from apps.accounts.models import User
+from apps.organizations.models import (
+    Area,
+    Department,
+    Hospital,
+    Organization,
+    Section,
+    Staff,
+    SubSection,
+)
+from apps.px_sources.models import PXSource, SourceUser
+
+DEFAULT_PASSWORD = "Dev@123456"
+DEFAULT_SOURCE_HOSPITAL_CODE = "HH-N"
+E2E_ORG_CODE = "E2E-ORG"
+E2E_HOSPITAL_CODE = "E2E-HOSP"
+E2E_SOURCE_CODE = "E2E-TEST"
+
+USERS_CONFIG = [
+    {"email": "e2e-px-admin@px360.test", "role": "PX Admin", "first": "E2E", "last": "PX Admin", "is_champion": False, "source_profile": False},
+    {"email": "e2e-hospital-admin@px360.test", "role": "Hospital Admin", "first": "E2E", "last": "Hospital Admin"},
+    {"email": "e2e-dept-manager@px360.test", "role": "Department Manager", "first": "E2E", "last": "Dept Manager"},
+    {"email": "e2e-px-employee@px360.test", "role": "PX Employee", "first": "E2E", "last": "PX Employee"},
+    {"email": "e2e-physician@px360.test", "role": "Physician", "first": "E2E", "last": "Physician"},
+    {"email": "e2e-nurse@px360.test", "role": "Nurse", "first": "E2E", "last": "Nurse"},
+    {"email": "e2e-staff@px360.test", "role": "Staff", "first": "E2E", "last": "Staff"},
+    {"email": "e2e-viewer@px360.test", "role": "Viewer", "first": "E2E", "last": "Viewer"},
+    {"email": "e2e-source-user@px360.test", "role": "PX Source User", "first": "E2E", "last": "Source User", "source_profile": True},
+    {"email": "e2e-champion@px360.test", "role": "Department Manager", "first": "E2E", "last": "Champion", "is_champion": True},
+]
+
+
+class Command(BaseCommand):
+    help = "Create an isolated E2E hospital (mirrors source hospital hierarchy) + 10 role users"
+
+    def add_arguments(self, parser):
+        parser.add_argument("--password", default=DEFAULT_PASSWORD, help="Password for test users")
+        parser.add_argument("--delete-existing", action="store_true", help="Delete existing E2E users + hospital first")
+        parser.add_argument("--dry-run", action="store_true", help="Preview without changes")
+        parser.add_argument("--source-hospital", default=DEFAULT_SOURCE_HOSPITAL_CODE, help="Source hospital code to mirror")
+
+    @transaction.atomic()
+    def handle(self, *args, **options):
+        password = options["password"]
+        delete_existing = options["delete_existing"]
+        dry_run = options["dry_run"]
+        source_code = options["source_hospital"]
+
+        self.stdout.write(self.style.SUCCESS("\n=== Creating Isolated E2E Environment ===\n"))
+
+        if dry_run:
+            self.stdout.write(self.style.WARNING("DRY RUN - no changes\n"))
+
+        source = Hospital.objects.filter(code=source_code).first()
+        if not source:
+            self.stdout.write(self.style.ERROR(f"Source hospital '{source_code}' not found."))
+            return
+        self.stdout.write(f"Source hospital: {source.name} ({source.code})")
+
+        # ------------------------------------------------------------------
+        # 0. Tear down existing E2E artifacts
+        # ------------------------------------------------------------------
+        if delete_existing and not dry_run:
+            udel = User.objects.filter(email__endswith="@px360.test").delete()
+            self.stdout.write(f"  Deleted {udel[0]} existing E2E user rows.")
+            Hospital.objects.filter(code=E2E_HOSPITAL_CODE).delete()
+            self.stdout.write("  Deleted existing E2E hospital (cascade removes mirrored hierarchy).")
+
+        # ------------------------------------------------------------------
+        # 1. Organization + Hospital
+        # ------------------------------------------------------------------
+        org, _ = Organization.objects.get_or_create(code=E2E_ORG_CODE, defaults={
+            "name": "E2E Org",
+            "name_ar": "بيئة الاختبار",
+            "status": "active",
+        })
+        e2e, e2e_created = Hospital.objects.get_or_create(
+            code=E2E_HOSPITAL_CODE,
+            defaults={
+                "organization": org,
+                "name": "E2E Test Hospital",
+                "name_ar": "مستشفى الاختبار",
+                "display_name": "E2E Test Hospital",
+                "status": "active",
+            },
+        )
+        self.stdout.write(self.style.SUCCESS(f"  Hospital: {e2e.code} ({'created' if e2e_created else 'exists'})"))
+
+        if dry_run:
+            self.stdout.write(self.style.WARNING("\nDRY RUN - would mirror hierarchy + create users.\n"))
+            return
+
+        # ------------------------------------------------------------------
+        # 2. Mirror hierarchy: Area -> Department -> Section -> SubSection
+        # ------------------------------------------------------------------
+        # Areas
+        area_count = 0
+        src_area_code_by_id = {}
+        for a in Area.objects.filter(hospital=source):
+            src_area_code_by_id[a.id] = a.code
+            _, created = Area.objects.get_or_create(
+                hospital=e2e, code=a.code,
+                defaults={
+                    "name_en": a.name_en, "name_ar": a.name_ar,
+                    "location_type": a.location_type, "status": a.status,
+                },
+            )
+            area_count += int(created)
+        e2e_area_by_code = {a.code: a for a in Area.objects.filter(hospital=e2e)}
+        self.stdout.write(self.style.SUCCESS(f"  Areas: +{area_count} new (total {len(e2e_area_by_code)})"))
+
+        # Departments (pass 1: no parent; pass 2: link parent)
+        dept_count = 0
+        e2e_dept_by_code = {}
+        for d in Department.objects.filter(hospital=source).select_related("area", "parent"):
+            e2e_area = e2e_area_by_code.get(d.area.code) if d.area_id and d.area else None
+            obj, created = Department.objects.get_or_create(
+                hospital=e2e, code=d.code,
+                defaults={
+                    "name": d.name, "name_en": d.name_en, "name_ar": d.name_ar,
+                    "hr_name": d.hr_name, "main_section": d.main_section,
+                    "category": d.category, "location_type": d.location_type,
+                    "sub_location": d.sub_location, "floor": d.floor,
+                    "area": e2e_area, "phone": d.phone, "email": d.email,
+                    "location": d.location, "status": d.status,
+                    "old_name_en": d.old_name_en, "old_name_ar": d.old_name_ar,
+                    "champion_email": d.champion_email,
+                },
+            )
+            e2e_dept_by_code[d.code] = obj
+            dept_count += int(created)
+        # parents
+        parent_count = 0
+        for d in Department.objects.filter(hospital=source).select_related("parent"):
+            if d.parent_id and d.parent.code in e2e_dept_by_code:
+                e2e_obj = e2e_dept_by_code[d.code]
+                e2e_parent = e2e_dept_by_code[d.parent.code]
+                if e2e_obj.parent_id != e2e_parent.id:
+                    e2e_obj.parent = e2e_parent
+                    e2e_obj.save(update_fields=["parent"])
+                    parent_count += 1
+        self.stdout.write(self.style.SUCCESS(
+            f"  Departments: +{dept_count} new, {parent_count} parents linked (total {len(e2e_dept_by_code)})"
+        ))
+
+        # Sections
+        sect_count = 0
+        e2e_sect_by_key = {}  # (dept_code, section_code) -> Section
+        for s in Section.objects.filter(department__hospital=source).select_related("department"):
+            e2e_dept = e2e_dept_by_code.get(s.department.code)
+            if not e2e_dept:
+                continue
+            obj, created = Section.objects.get_or_create(
+                department=e2e_dept, code=s.code,
+                defaults={
+                    "name_en": s.name_en, "name_ar": s.name_ar,
+                    "location_type": s.location_type, "sub_location": s.sub_location,
+                    "floor": s.floor, "display_name_en": s.display_name_en,
+                    "display_name_ar": s.display_name_ar, "old_name_en": s.old_name_en,
+                    "old_name_ar": s.old_name_ar, "status": s.status,
+                },
+            )
+            e2e_sect_by_key[(s.department.code, s.code)] = obj
+            sect_count += int(created)
+        self.stdout.write(self.style.SUCCESS(f"  Sections: +{sect_count} new"))
+
+        # SubSections
+        sub_count = 0
+        for ss in SubSection.objects.filter(section__department__hospital=source).select_related("section", "section__department"):
+            key = (ss.section.department.code, ss.section.code)
+            e2e_section = e2e_sect_by_key.get(key)
+            if not e2e_section:
+                continue
+            _, created = SubSection.objects.get_or_create(
+                section=e2e_section, code=ss.code,
+                defaults={"name_en": ss.name_en, "name_ar": ss.name_ar, "status": ss.status},
+            )
+            sub_count += int(created)
+        self.stdout.write(self.style.SUCCESS(f"  SubSections: +{sub_count} new"))
+
+        # ------------------------------------------------------------------
+        # 3. PXSource
+        # ------------------------------------------------------------------
+        px_source, _ = PXSource.objects.get_or_create(
+            code=E2E_SOURCE_CODE,
+            defaults={
+                "name_en": "E2E Test Source",
+                "name_ar": "مصدر اختبار E2E",
+                "source_type": "internal",
+                "contact_email": "e2e@px360.test",
+                "is_active": True,
+            },
+        )
+
+        # ------------------------------------------------------------------
+        # 4. Users (bound to E2E hospital)
+        # ------------------------------------------------------------------
+        champion_user = None
+        created_count = 0
+        for cfg in USERS_CONFIG:
+            email = cfg["email"]
+            try:
+                group = Group.objects.get(name=cfg["role"])
+            except Group.DoesNotExist:
+                self.stdout.write(self.style.WARNING(f"  SKIP {email}: group '{cfg['role']}' missing"))
+                continue
+
+            user, created = User.objects.get_or_create(
+                email=email,
+                defaults={
+                    "first_name": cfg["first"],
+                    "last_name": cfg["last"],
+                    "hospital": e2e,
+                    "is_active": True,
+                    "is_staff": False,
+                },
+            )
+            if created:
+                user.set_password(password)
+                created_count += 1
+                self.stdout.write(self.style.SUCCESS(f"  CREATED: {email} ({cfg['role']})"))
+            else:
+                user.groups.clear()
+                user.hospital = e2e
+                self.stdout.write(f"  EXISTS:  {email} ({cfg['role']})")
+
+            user.groups.add(group)
+            user.save(update_fields=["hospital"]) if not created else user.save()
+
+            if cfg.get("is_champion"):
+                champion_user = user
+            if cfg.get("source_profile"):
+                SourceUser.objects.get_or_create(
+                    user=user, source=px_source,
+                    defaults={"is_active": True, "hospital": e2e},
+                )
+
+        # ------------------------------------------------------------------
+        # 5. Bind champion user as champion of one department
+        # ------------------------------------------------------------------
+        if champion_user:
+            champ_dept = Department.objects.filter(hospital=e2e).first()
+            if champ_dept:
+                champion_staff, _ = Staff.objects.get_or_create(
+                    user=champion_user,
+                    defaults={
+                        "first_name": champion_user.first_name,
+                        "last_name": champion_user.last_name,
+                        "hospital": e2e,
+                        "department": champ_dept,
+                        "status": "active",
+                        "staff_type": "admin",
+                        "job_title": "Department Champion",
+                        "employee_id": "E2E-CHAMPION",
+                    },
+                )
+                champ_dept.champion = champion_staff
+                champ_dept.save(update_fields=["champion"])
+                champion_user.department = champ_dept
+                champion_user.save(update_fields=["department"])
+                self.stdout.write(self.style.SUCCESS(f"  Champion bound to: {champ_dept.name_en or champ_dept.name}"))
+
+        self.stdout.write(self.style.SUCCESS(
+            f"\nDone. Created {created_count} users. "
+            f"Users total: {User.objects.filter(email__endswith='@px360.test').count()}"
+        ))
+        self.stdout.write(f"Hospital: {e2e.code} | "
+                          f"Areas={Area.objects.filter(hospital=e2e).count()} "
+                          f"Depts={Department.objects.filter(hospital=e2e).count()} "
+                          f"Sections={Section.objects.filter(department__hospital=e2e).count()} "
+                          f"SubSections={SubSection.objects.filter(section__department__hospital=e2e).count()}")

apps/core/management/commands/create_e2e_test_users.py

@@ -125,11 +125,12 @@ class Command(BaseCommand):
                 },
                 {
                     "email": "e2e-champion@px360.test",
-                    "role": "Champion",
+                    "role": "Department Manager",
                     "first_name": "E2E",
                     "last_name": "Champion",
                     "hospital": hospital,
                     "is_staff": False,
+                    "is_champion": True,
                 },
             ]
 
@@ -176,6 +177,26 @@ class Command(BaseCommand):
                 user.groups.add(group)
                 user.save()
 
+                if config.get("is_champion"):
+                    from apps.organizations.models import Staff, Department
+                    dept = Department.objects.filter(hospital=config["hospital"]).first()
+                    if dept:
+                        champion_staff, _ = Staff.objects.get_or_create(
+                            user=user,
+                            defaults={
+                                "first_name": user.first_name,
+                                "last_name": user.last_name,
+                                "hospital": config["hospital"],
+                                "department": dept,
+                                "status": "active",
+                            },
+                        )
+                        dept.champion = champion_staff
+                        dept.save(update_fields=["champion"])
+                        user.department = dept
+                        user.save(update_fields=["department"])
+                        self.stdout.write(f"    + Set as champion for {dept.name}")
+
                 if config.get("create_source_profile"):
                     _, created_su = SourceUser.objects.get_or_create(
                         user=user,

apps/core/management/commands/send_example_emails.py

@@ -93,10 +93,10 @@ class Command(BaseCommand):
             self.stdout.write(self.style.WARNING('\n📧 ORGANIZATIONS EMAILS\n'))
 
             try:
-                self._send_staff_credentials()
+                self._send_staff_password_reset()
                 sent_count += 1
             except Exception as e:
-                self.stdout.write(self.style.ERROR(f'❌ Staff Credentials: {str(e)}'))
+                self.stdout.write(self.style.ERROR(f'❌ Staff Password Reset: {str(e)}'))
                 failed_count += 1
 
         # Complaints Emails
@@ -325,7 +325,9 @@ class Command(BaseCommand):
         """Example onboarding invitation email (uses template)"""
         context = {
             'user': type('obj', (object,), {'first_name': 'Ahmed', 'email': 'ahmed@hospital.com'})(),
-            'invitation_url': 'https://px360.sa/onboarding/setup/abc123token',
+            'activation_url': 'https://px360.sa/onboarding/setup/abc123token',
+            'expires_at': 'April 12, 2026',
+            'days_remaining': 7,
         }
         html_content = render_to_string('accounts/onboarding/invitation_email.html', context)
         text_content = f"""
@@ -353,7 +355,9 @@ class Command(BaseCommand):
         """Example onboarding reminder email (uses template)"""
         context = {
             'user': type('obj', (object,), {'first_name': 'Sara', 'email': 'sara@hospital.com'})(),
-            'invitation_url': 'https://px360.sa/onboarding/setup/reminder456token',
+            'activation_url': 'https://px360.sa/onboarding/setup/reminder456token',
+            'expires_at': 'April 12, 2026',
+            'days_remaining': 3,
         }
         html_content = render_to_string('accounts/onboarding/reminder_email.html', context)
         text_content = """
@@ -372,7 +376,15 @@ class Command(BaseCommand):
     def _send_onboarding_completion(self):
         """Example onboarding completion email (uses template)"""
         context = {
-            'user': type('obj', (object,), {'first_name': 'Mohammed', 'email': 'mohammed@hospital.com'})(),
+            'user': type('obj', (object,), {
+                'first_name': 'Mohammed',
+                'email': 'mohammed@hospital.com',
+                'get_full_name': lambda: 'Mohammed Al-Sayed',
+                'department': type('obj', (object,), {'name': 'Patient Experience'})(),
+            })(),
+            'user_detail_url': 'https://px360.sa/accounts/onboarding/provisional/mohammed/progress/',
+            'role_display': 'PX Employee',
+            'completed_at': 'April 5, 2026 09:30',
         }
         html_content = render_to_string('accounts/onboarding/completion_email.html', context)
         text_content = """
@@ -411,30 +423,32 @@ class Command(BaseCommand):
     # ORGANIZATIONS EMAILS
     # ========================================================================
 
-    def _send_staff_credentials(self):
+    def _send_staff_password_reset(self):
-        """Example staff credentials email (uses template)"""
+        """Example staff password reset email (uses template)"""
         context = {
-            'staff_name': 'Dr. Fatima Al-Rashid',
+            'staff': type('obj', (object,), {
-            'username': 'fatima.alrashid',
+                'get_full_name': lambda: 'Dr. Fatima Al-Rashid',
-            'password': 'TempPass123!',
+                'email': 'fatima@hospital.com',
-            'login_url': 'https://px360.sa/login',
+            })(),
+            'user': type('obj', (object,), {'username': 'fatima.alrashid'})(),
+            'reset_url': 'https://px360.sa/accounts/password/reset/abc123token/',
         }
         html_content = render_to_string('organizations/emails/staff_credentials.html', context)
         text_content = f"""
-        Your PX360 Account Credentials
+        Your PX360 Account Password Setup
         
         Dear Dr. Fatima Al-Rashid,
         
-        Your account has been created. Here are your login credentials:
+        Your account has been created. For your security, no password is sent by email.
         
         Username: fatima.alrashid
-        Temporary Password: TempPass123!
+        Email: fatima@hospital.com
         
-        Login URL: https://px360.sa/login
+        Set password: https://px360.sa/accounts/password/reset/abc123token/
         
-        Please change your password after your first login.
+        This link expires in 24 hours.
         """
-        self._send_email('Your PX360 Account Credentials', html_content, text_content)
+        self._send_email('Set Your PX360 Password', html_content, text_content)
 
     # ========================================================================
     # COMPLAINTS EMAILS

apps/core/management/commands/setup_dev_environment.py

@@ -28,7 +28,7 @@ from django.db import transaction
 from django.contrib.auth.models import Group, Permission
 from django.utils import timezone
 
-from apps.organizations.models import Organization, Hospital, Location, MainSection, SubSection
+from apps.organizations.models import Organization, Hospital, LegacyLocation, LegacyMainSection, LegacySubSection
 from apps.accounts.models import Role, User
 from apps.px_sources.models import PXSource
 from apps.surveys.models import SurveyTemplate, SurveyQuestion, QuestionType
@@ -120,9 +120,9 @@ class Command(BaseCommand):
                 self.stdout.write("-" * 70)
                 if self.dry_run:
                     hospitals = [
-                        type("Hospital", (), {"code": "NUZHA-DEV", "name": "Nuzha"})(),
+                        type("Hospital", (), {"code": "HH-N", "name": "Al Nuzha"})(),
-                        type("Hospital", (), {"code": "OLAYA-DEV", "name": "Olaya"})(),
+                        type("Hospital", (), {"code": "HH-O", "name": "Al Olya"})(),
-                        type("Hospital", (), {"code": "SUWAIDI-DEV", "name": "Suwaidi"})(),
+                        type("Hospital", (), {"code": "HH-S", "name": "Al Suwaidi"})(),
                     ]
                 else:
                     hospitals = Hospital.objects.all()
@@ -1387,26 +1387,26 @@ class Command(BaseCommand):
             return
 
         for loc in locations_data:
-            Location.objects.update_or_create(
+            LegacyLocation.objects.update_or_create(
                 id=loc["id"],
                 defaults={"name_ar": loc["name_ar"], "name_en": loc["name_en"]},
             )
         self.stdout.write(f"    ✓ Created/Updated: {len(locations_data)} Locations")
 
         for sec in main_sections_data:
-            MainSection.objects.update_or_create(
+            LegacyMainSection.objects.update_or_create(
                 id=sec["id"],
                 defaults={"name_ar": sec["name_ar"], "name_en": sec["name_en"]},
             )
         self.stdout.write(f"    ✓ Created/Updated: {len(main_sections_data)} Main Sections")
 
         try:
-            SubSection.objects.all().delete()
+            LegacySubSection.objects.all().delete()
         except Exception:
             self.stdout.write(self.style.WARNING("    ⚠ Skipping SubSection deletion - some are referenced"))
 
         subsections_to_create = [
-            SubSection(
+            LegacySubSection(
                 internal_id=int(item["id"]),
                 name_en=item["name_en"],
                 name_ar=item["name_ar"],
@@ -1415,7 +1415,7 @@ class Command(BaseCommand):
             )
             for item in subsections_data
         ]
-        SubSection.objects.bulk_create(subsections_to_create, ignore_conflicts=True)
+        LegacySubSection.objects.bulk_create(subsections_to_create, ignore_conflicts=True)
         self.stdout.write(f"    ✓ Created: {len(subsections_data)} Sub Sections")
 
     def create_roles_and_groups(self):
@@ -2238,9 +2238,9 @@ class Command(BaseCommand):
         if not self.dry_run:
             self.stdout.write(f"\n  Organization: {Organization.objects.count()}")
             self.stdout.write(f"  Hospitals: {Hospital.objects.count()}")
-            self.stdout.write(f"  Locations: {Location.objects.count()}")
+            self.stdout.write(f"  Locations: {LegacyLocation.objects.count()}")
-            self.stdout.write(f"  Main Sections: {MainSection.objects.count()}")
+            self.stdout.write(f"  Main Sections: {LegacyMainSection.objects.count()}")
-            self.stdout.write(f"  Sub Sections: {SubSection.objects.count()}")
+            self.stdout.write(f"  Sub Sections: {LegacySubSection.objects.count()}")
             self.stdout.write(f"  Roles: {Role.objects.count()}")
             self.stdout.write(f"  PX Sources: {PXSource.objects.count()}")
             if not self.skip_surveys:

apps/core/management/commands/test_email.py

@@ -0,0 +1,24 @@
+from django.core.management.base import BaseCommand, CommandError
+from django.core.mail import send_mail
+
+
+class Command(BaseCommand):
+    help = "Send a test email to verify SMTP configuration"
+
+    def add_arguments(self, parser):
+        parser.add_argument("to", help="Recipient email address")
+
+    def handle(self, *args, **options):
+        to = options["to"]
+        try:
+            send_mail(
+                subject="PX360 Test Email",
+                message="This is a test email from PX360. If you received this, your Outlook SMTP configuration is working correctly.",
+                from_email=None,
+                recipient_list=[to],
+                fail_silently=False,
+            )
+        except Exception as e:
+            raise CommandError(f"Failed to send email: {e}")
+
+        self.stdout.write(self.style.SUCCESS(f"Test email sent to {to}"))

apps/core/middleware.py

@@ -90,8 +90,8 @@ class TenantMiddleware(MiddlewareMixin):
 
 class DepartmentRespondentMiddleware(MiddlewareMixin):
     """
-    Restrict Department Respondent users to only their department detail page
+    Restrict Department Respondent users to only their department detail page,
-    and inquiry department response pages.
+    inquiry department response pages, and observation department response pages.
     """
 
     ALLOWED_PATH_PREFIXES = [
@@ -102,6 +102,7 @@ class DepartmentRespondentMiddleware(MiddlewareMixin):
         "/core/select-hospital/",
         "/organizations/departments/",
         "/inquiries/",
+        "/observations/",
         "/api/",
         "/health/",
         "/admin/",
@@ -131,7 +132,7 @@ class DepartmentRespondentMiddleware(MiddlewareMixin):
         for prefix in self.ALLOWED_PATH_PREFIXES:
             if path.startswith(prefix):
                 if path.startswith("/organizations/departments/"):
-                    if "set-respondent" in path or "edit" in path or "delete" in path:
+                    if "set-champion" in path or "edit" in path or "delete" in path:
                         from django.http import HttpResponseForbidden
 
                         return HttpResponseForbidden()
@@ -153,6 +154,36 @@ class DepartmentRespondentMiddleware(MiddlewareMixin):
 
                         return HttpResponseForbidden()
                     return None
+                if path.startswith("/observations/"):
+                    if path.endswith("/department-response/"):
+                        from apps.observations.models import Observation
+
+                        pk = view_kwargs.get("pk")
+                        if pk:
+                            try:
+                                observation = Observation.objects.get(pk=pk)
+                                user_dept = request.user.department
+                                if observation.assigned_department == user_dept:
+                                    return None
+                            except Observation.DoesNotExist:
+                                pass
+                        from django.http import HttpResponseForbidden
+
+                        return HttpResponseForbidden()
+                    pk = view_kwargs.get("pk")
+                    if pk:
+                        from apps.observations.models import Observation
+
+                        try:
+                            observation = Observation.objects.get(pk=pk)
+                            user_dept = request.user.department
+                            if observation.assigned_department == user_dept:
+                                return None
+                        except Observation.DoesNotExist:
+                            pass
+                    from django.http import HttpResponseForbidden
+
+                    return HttpResponseForbidden()
                 return None
 
         from django.http import HttpResponseForbidden

apps/core/migrations/0002_add_note_model.py

@@ -0,0 +1,35 @@
+# Generated by Django 6.0.1 on 2026-05-12 18:28
+
+import django.db.models.deletion
+import uuid
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('contenttypes', '0002_remove_content_type_name'),
+        ('core', '0001_initial'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name='Note',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('object_id', models.UUIDField()),
+                ('note', models.TextField()),
+                ('is_internal', models.BooleanField(default=True)),
+                ('content_type', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, to='contenttypes.contenttype')),
+                ('created_by', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='notes', to=settings.AUTH_USER_MODEL)),
+            ],
+            options={
+                'ordering': ['-created_at'],
+                'indexes': [models.Index(fields=['content_type', 'object_id'], name='core_note_content_948980_idx')],
+            },
+        ),
+    ]

apps/core/migrations/0003_referencesequence.py

@@ -0,0 +1,30 @@
+# Generated by Django 6.0.1 on 2026-06-14 10:48
+
+import uuid
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('core', '0002_add_note_model'),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name='ReferenceSequence',
+            fields=[
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('id', models.UUIDField(default=uuid.uuid4, editable=False, primary_key=True, serialize=False)),
+                ('prefix', models.CharField(db_index=True, help_text='Module prefix, e.g. CMP/INQ/OBS/APR/SGT', max_length=8)),
+                ('hospital_token', models.CharField(db_index=True, help_text='Sanitized hospital code', max_length=24)),
+                ('year_month', models.CharField(db_index=True, help_text='YYYYMM', max_length=6)),
+                ('last_number', models.IntegerField(default=0)),
+            ],
+            options={
+                'indexes': [models.Index(fields=['prefix', 'hospital_token', 'year_month'], name='core_refere_prefix_a449a6_idx')],
+                'unique_together': {('prefix', 'hospital_token', 'year_month')},
+            },
+        ),
+    ]

apps/core/models.py

@@ -159,6 +159,30 @@ class SeverityChoices(BaseChoices):
     CRITICAL = "critical", _("Critical")
 
 
+class Note(UUIDModel, TimeStampedModel):
+    content_type = models.ForeignKey(ContentType, on_delete=models.CASCADE)
+    object_id = models.UUIDField()
+    content_object = GenericForeignKey("content_type", "object_id")
+    note = models.TextField()
+    created_by = models.ForeignKey(
+        settings.AUTH_USER_MODEL,
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name="notes",
+    )
+    is_internal = models.BooleanField(default=True)
+
+    class Meta:
+        ordering = ["-created_at"]
+        indexes = [
+            models.Index(fields=["content_type", "object_id"]),
+        ]
+
+    def __str__(self):
+        return f"Note by {self.created_by} on {self.created_at.strftime('%Y-%m-%d %H:%M')}"
+
+
 class TenantModel(models.Model):
     """
     Abstract base model for tenant-aware models.
@@ -174,3 +198,43 @@ class TenantModel(models.Model):
 
     class Meta:
         abstract = True
+
+
+class ReferenceSequence(UUIDModel, TimeStampedModel):
+    """
+    Monotonic per-month sequence counter for reference numbers.
+
+    Keyed by (prefix, hospital_token, year_month) so that each module/hospital
+    combination has its own sequence that resets monthly. Incremented atomically
+    via select_for_update to be safe under concurrent submissions.
+    """
+
+    prefix = models.CharField(max_length=8, db_index=True, help_text="Module prefix, e.g. CMP/INQ/OBS/APR/SGT")
+    hospital_token = models.CharField(max_length=24, db_index=True, help_text="Sanitized hospital code")
+    year_month = models.CharField(max_length=6, db_index=True, help_text="YYYYMM")
+    last_number = models.IntegerField(default=0)
+
+    class Meta:
+        unique_together = [("prefix", "hospital_token", "year_month")]
+        indexes = [models.Index(fields=["prefix", "hospital_token", "year_month"])]
+
+    def __str__(self):
+        return f"{self.prefix}-{self.year_month}-{self.hospital_token} -> {self.last_number}"
+
+    @classmethod
+    def next_number(cls, prefix, hospital_token, year_month):
+        """Atomically allocate and return the next number in the sequence."""
+        from django.db import transaction
+
+        with transaction.atomic():
+            obj, created = cls.objects.select_for_update().get_or_create(
+                prefix=prefix,
+                hospital_token=hospital_token,
+                year_month=year_month,
+                defaults={"last_number": 1},
+            )
+            if created:
+                return 1
+            obj.last_number += 1
+            obj.save(update_fields=["last_number"])
+            return obj.last_number

apps/core/reference.py

@@ -0,0 +1,41 @@
+"""
+Unified reference-number generator.
+
+Format: {PREFIX}-{YYYYMM}-{HOSPITAL_TOKEN}-{SEQ:04d}
+  e.g. CMP-202606-HHN-0001
+
+  PREFIX        module prefix (CMP/INQ/OBS/APR/SGT)
+  YYYYMM        creation month
+  HOSPITAL_TOKEN hospital.code sanitized to uppercase alphanumerics
+                 (HH-N -> HHN, E2E-HOSP -> E2EHOSP); "GEN" when no hospital
+  SEQ           4-digit monthly sequence per (prefix, hospital, month)
+
+The sequence is allocated atomically via ReferenceSequence so it is safe under
+concurrent submissions. Legacy references keep their old format (no migration
+of historical data); only new records use this generator.
+"""
+
+import re
+from datetime import datetime
+
+_TOKEN_RE = re.compile(r"[^A-Z0-9]")
+
+
+def sanitize_hospital_token(hospital) -> str:
+    """Derive a clean, format-safe token from a hospital instance."""
+    code = getattr(hospital, "code", None) if hospital else None
+    if not code:
+        return "GEN"
+    token = _TOKEN_RE.sub("", str(code).upper())
+    return token or "GEN"
+
+
+def generate_reference(prefix: str, hospital) -> str:
+    """Generate a unified reference number for the given module prefix."""
+    from apps.core.models import ReferenceSequence
+
+    prefix = (prefix or "").upper()
+    token = sanitize_hospital_token(hospital)
+    year_month = datetime.now().strftime("%Y%m")
+    number = ReferenceSequence.next_number(prefix, token, year_month)
+    return f"{prefix}-{year_month}-{token}-{number:04d}"

apps/core/templatetags/email_tags.py

@@ -6,4 +6,4 @@ register = template.Library()
 
 @register.simple_tag
 def email_logo_url():
-    return getattr(settings, "EMAIL_LOGO_URL", f"{settings.STATIC_URL}img/HH_P_H_Logo.png")
+    return getattr(settings, "EMAIL_LOGO_URL", f"{settings.STATIC_URL}img/HH_P_V_Logo(hospital)_.png")

apps/core/tests.py

@@ -0,0 +1,138 @@
+"""
+Tests for the unified reference-number generator (apps.core.reference).
+
+Covers: hospital-token sanitization, format, per-module prefix coverage,
+sequence monotonicity, None-hospital fallback, and concurrent allocation
+uniqueness.
+"""
+
+import threading
+from datetime import datetime
+from unittest.mock import patch
+
+from django.test import TestCase, TransactionTestCase
+
+from apps.core.models import ReferenceSequence
+from apps.core.reference import generate_reference, sanitize_hospital_token
+from apps.organizations.models import Hospital, Organization
+
+
+def _make_hospital(code="TEST-HOSP"):
+    org, _ = Organization.objects.get_or_create(code="TEST-ORG", defaults={"name": "Test Org", "status": "active"})
+    hospital, _ = Hospital.objects.get_or_create(
+        code=code,
+        defaults={"organization": org, "name": f"Test {code}", "status": "active"},
+    )
+    return hospital
+
+
+class SanitizeTokenTest(TestCase):
+    def test_strips_hyphens_and_uppercases(self):
+        class H:
+            def __init__(self, code):
+                self.code = code
+
+        self.assertEqual(sanitize_hospital_token(H("HH-N")), "HHN")
+        self.assertEqual(sanitize_hospital_token(H("e2e-hosp")), "E2EHOSP")
+        self.assertEqual(sanitize_hospital_token(H("main-campus-1")), "MAINCAMPUS1")
+
+    def test_none_or_empty_hospital(self):
+        self.assertEqual(sanitize_hospital_token(None), "GEN")
+        self.assertEqual(sanitize_hospital_token(object()), "GEN")
+
+        class Empty:
+            code = ""
+
+        self.assertEqual(sanitize_hospital_token(Empty()), "GEN")
+
+    def test_strips_non_alphanumeric(self):
+        class H:
+            def __init__(self, code):
+                self.code = code
+
+        self.assertEqual(sanitize_hospital_token(H("NUZHA@2026")), "NUZHA2026")
+        self.assertEqual(sanitize_hospital_token(H("  spaced  ")), "SPACED")
+
+
+class GenerateReferenceFormatTest(TestCase):
+    def setUp(self):
+        self.hospital = _make_hospital("HH-N")
+
+    def test_format_and_prefix(self):
+        with patch("apps.core.reference.datetime") as mock_dt:
+            mock_dt.now.return_value = datetime(2026, 6, 14)
+            for prefix in ("CMP", "INQ", "OBS", "APR", "SGT"):
+                ref = generate_reference(prefix, self.hospital)
+                self.assertRegex(
+                    ref,
+                    rf"^{prefix}-202606-HHN-0001$",
+                    f"unexpected ref {ref} for prefix {prefix}",
+                )
+
+    def test_sequence_increments_monotonically(self):
+        refs = [generate_reference("CMP", self.hospital) for _ in range(5)]
+        self.assertEqual(refs, [f"CMP-202606-HHN-{i:04d}" for i in range(1, 6)])
+        # all unique
+        self.assertEqual(len(set(refs)), len(refs))
+
+    def test_each_module_has_independent_sequence(self):
+        with patch("apps.core.reference.datetime") as mock_dt:
+            mock_dt.now.return_value = datetime(2026, 6, 14)
+            cmp1 = generate_reference("CMP", self.hospital)
+            inq1 = generate_reference("INQ", self.hospital)
+            cmp2 = generate_reference("CMP", self.hospital)
+        self.assertIn("-0001", cmp1)
+        self.assertIn("-0001", inq1)  # independent sequence
+        self.assertIn("-0002", cmp2)
+
+    def test_per_hospital_isolation(self):
+        h2 = _make_hospital("HH-A")
+        with patch("apps.core.reference.datetime") as mock_dt:
+            mock_dt.now.return_value = datetime(2026, 6, 14)
+            ref_n = generate_reference("CMP", self.hospital)  # HHN
+            ref_a = generate_reference("CMP", h2)  # HHA
+        self.assertIn("-HHN-", ref_n)
+        self.assertIn("-HHA-", ref_a)
+        self.assertIn("-0001", ref_n)
+        self.assertIn("-0001", ref_a)  # separate counter per hospital
+
+    def test_none_hospital_fallback(self):
+        ref = generate_reference("CMP", None)
+        self.assertRegex(ref, r"^CMP-\d{6}-GEN-0001$")
+
+    def test_sequence_resets_per_month(self):
+        with patch("apps.core.reference.datetime") as mock_dt:
+            mock_dt.now.return_value = datetime(2026, 6, 14)
+            generate_reference("CMP", self.hospital)
+            generate_reference("CMP", self.hospital)  # 202606 -> 2
+            mock_dt.now.return_value = datetime(2026, 7, 1)
+            july_ref = generate_reference("CMP", self.hospital)
+        self.assertIn("-202607-HHN-0001", july_ref)
+
+
+class ConcurrencyTest(TransactionTestCase):
+    """Concurrent allocation must never produce duplicate sequence numbers."""
+
+    def test_concurrent_allocations_are_unique(self):
+        hospital = _make_hospital("HH-S")
+        n = 40
+        results = [None] * n
+        barrier = threading.Barrier(n)
+
+        def worker(idx):
+            barrier.wait()
+            results[idx] = generate_reference("CMP", hospital)
+
+        threads = [threading.Thread(target=worker, args=(i,)) for i in range(n)]
+        for t in threads:
+            t.start()
+        for t in threads:
+            t.join(timeout=30)
+
+        self.assertNotIn(None, results, "a worker did not produce a reference")
+        self.assertEqual(len(set(results)), n, "duplicate references allocated under concurrency")
+        # numbers should be exactly 1..n
+        numbers = sorted(int(r.split("-")[-1]) for r in results)
+        self.assertEqual(numbers, list(range(1, n + 1)))
+        # one sequence row for this key
+        self.assertEqual(ReferenceSequence.objects.filter(prefix="CMP", hospital_token="HHS").count(), 1)

apps/core/urls.py

@@ -13,9 +13,11 @@ from .views import (
     public_observation_submit,
     public_track,
     public_track_api,
+    public_set_satisfaction,
     api_hospitals,
     api_observation_categories,
-    set_language
+    set_language,
+    add_note
 )
 from . import config_views
 
@@ -36,11 +38,15 @@ urlpatterns = [
     path('public/inquiry/submit/', public_inquiry_submit, name='public_inquiry_submit'),
     path('public/observation/submit/', public_observation_submit, name='public_observation_submit'),
     path('api/track/', public_track_api, name='public_track_api'),
+    path('api/public/set-satisfaction/', public_set_satisfaction, name='public_set_satisfaction'),
     path('api/hospitals/', api_hospitals, name='api_hospitals'),
     path('api/observation-categories/', api_observation_categories, name='api_observation_categories'),
     
     # Language switching
     path('set-language/', set_language, name='set_language'),
+
+    # Notes
+    path('notes/add/', add_note, name='add_note'),
 ]
 
 # Configuration URLs (separate app_name)

apps/core/utils.py

@@ -1,3 +1,5 @@
+from django.urls import reverse
+
 from apps.accounts.models import User
 
 
@@ -12,3 +14,15 @@ def get_assignable_users(hospital):
         .distinct()
         .order_by("first_name", "last_name")
     )
+
+
+def build_public_track_url(entity_type, reference):
+    try:
+        from django.contrib.sites.shortcuts import get_current_site
+        site = get_current_site(None)
+        domain = site.domain
+    except Exception:
+        domain = "localhost:8000"
+
+    path = reverse("core:public_track")
+    return f"https://{domain}{path}?type={entity_type}&reference={reference}"

apps/core/views.py

@@ -3,11 +3,14 @@ Core views - Health check and utility views
 """
 
 from django.contrib.auth.decorators import login_required
+from django.contrib import messages
 from django.db import connection
 from django.http import JsonResponse
 from django.shortcuts import redirect, render
+from django.utils.translation import gettext_lazy as _
 from django.views.decorators.cache import never_cache
-from django.views.decorators.http import require_GET, require_POST
+from django.views.decorators.csrf import csrf_exempt
+from django.views.decorators.http import require_GET, require_POST, require_http_methods
 
 
 @never_cache
@@ -172,20 +175,20 @@ def public_inquiry_submit(request):
     Returns JSON response with reference number.
     """
     from apps.complaints.models import Inquiry
-    from apps.organizations.models import Hospital, Location, MainSection, SubSection
+    from apps.organizations.models import Hospital, Department, Section, OrgSubSection
     import uuid
 
-    # Get form data
     name = request.POST.get("name", "").strip()
     email = request.POST.get("email", "").strip()
     phone = request.POST.get("phone", "").strip()
     hospital_id = request.POST.get("hospital")
+    location_type = request.POST.get("location_type", "").strip()
+    area_id = request.POST.get("area", "").strip()
     category = request.POST.get("category", "").strip()
     subject = request.POST.get("subject", "").strip()
     message = request.POST.get("message", "").strip()
-    location_id = request.POST.get("location", "").strip()
+    department_id = request.POST.get("department", "").strip()
-    main_section_id = request.POST.get("main_section", "").strip()
+    section_id = request.POST.get("section", "").strip()
-    subsection_id = request.POST.get("subsection", "").strip()
 
     # Validation
     errors = []
@@ -206,11 +209,12 @@ def public_inquiry_submit(request):
         # Validate hospital
         hospital = Hospital.objects.get(id=hospital_id)
 
-        location = Location.objects.filter(id=location_id).first() if location_id else None
+        from apps.organizations.models import Area
-        main_section = MainSection.objects.filter(id=main_section_id).first() if main_section_id else None
+
-        subsection = SubSection.objects.filter(id=subsection_id).first() if subsection_id else None
+        department = Department.objects.filter(id=department_id).first() if department_id else None
+        section = Section.objects.filter(id=section_id).first() if section_id else None
+        area = Area.objects.filter(id=area_id).first() if area_id else None
 
-        # Create inquiry (using correct field names from model)
         inquiry = Inquiry.objects.create(
             hospital=hospital,
             contact_name=name,
@@ -220,18 +224,18 @@ def public_inquiry_submit(request):
             message=message,
             category=category,
             status="open",
-            location=location,
+            area=area,
-            main_section=main_section,
+            department=department,
-            subsection=subsection,
+            section=section,
+            location_type=location_type if location_type else "",
         )
 
-        reference_number = f"INQ-{str(inquiry.id)[:8].upper()}"
+        reference_number = inquiry.reference_number  # generated by Inquiry.save() (unified format)
-        inquiry.reference_number = reference_number
-        inquiry.save(update_fields=["reference_number"])
 
         try:
-            from apps.complaints.tasks import analyze_inquiry_with_ai
+            from apps.complaints.tasks import analyze_inquiry_with_ai, notify_staff_new_item
             analyze_inquiry_with_ai.delay(str(inquiry.id))
+            notify_staff_new_item.delay("inquiry", str(inquiry.id))
         except Exception:
             pass
 
@@ -252,7 +256,7 @@ def public_inquiry_submit(request):
             from django.conf import settings
             from django.template.loader import render_to_string
 
-            subject = f"New Public Inquiry - {reference_number}"
+            email_subject = f"New Public Inquiry - {reference_number}"
             html_message = render_to_string(
                 "emails/public_inquiry_notification.html",
                 {
@@ -264,7 +268,7 @@ def public_inquiry_submit(request):
             )
             plain_message = f"Inquiry from {name}\n\nSubject: {subject}\n\nMessage:\n{message}"
             send_mail(
-                subject=subject,
+                subject=email_subject,
                 message=plain_message,
                 from_email=settings.DEFAULT_FROM_EMAIL,
                 recipient_list=[settings.DEFAULT_FROM_EMAIL],
@@ -383,7 +387,10 @@ def public_track_api(request):
     """
     API endpoint for unified tracking.
 
-    Accepts type (complaint/inquiry/observation) and reference parameters.
+    Accepts an optional type (complaint/inquiry/observation) and a reference.
+    If type is omitted, it is auto-detected from the reference prefix
+    (CMP/INQ/OBS). APR and SGT references are internal-only and not tracked.
+
     Returns standardized JSON with tracking information.
     """
     from django.utils.translation import gettext as _
@@ -391,8 +398,25 @@ def public_track_api(request):
     track_type = request.GET.get("type", "").strip().lower()
     reference = request.GET.get("reference", "").strip()
 
-    if not track_type or not reference:
+    if not reference:
-        return JsonResponse({"found": False, "error": str(_("Type and reference are required."))}, status=400)
+        return JsonResponse({"found": False, "error": str(_("A reference number is required."))}, status=400)
+
+    # Auto-detect type from prefix when not provided
+    if not track_type:
+        upper = reference.upper()
+        if upper.startswith("CMP-"):
+            track_type = "complaint"
+        elif upper.startswith("INQ-"):
+            track_type = "inquiry"
+        elif upper.startswith("OBS-"):
+            track_type = "observation"
+        elif upper.startswith(("APR-", "SGT-")):
+            return JsonResponse(
+                {"found": False, "error": str(_("This reference type is not publicly trackable."))},
+                status=400,
+            )
+        else:
+            return JsonResponse({"found": False, "error": str(_("Unrecognized reference format."))}, status=400)
 
     if track_type == "complaint":
         return _track_complaint(reference)
@@ -405,11 +429,11 @@ def public_track_api(request):
 
 
 def _track_complaint(reference):
-    from apps.complaints.models import Complaint
+    from apps.complaints.models import Complaint, ComplaintInvolvedDepartment
 
     try:
         complaint = (
-            Complaint.objects.select_related("hospital", "department", "location")
+            Complaint.objects.select_related("hospital", "department", "legacy_location")
             .prefetch_related("updates")
             .get(reference_number__iexact=reference)
         )
@@ -420,19 +444,29 @@ def _track_complaint(reference):
     ps = complaint.public_status
 
     public_updates = list(
-        complaint.updates.filter(update_type__in=["status_change", "resolution", "communication"])
+        complaint.updates.filter(update_type__in=["status_change", "resolution"])
         .order_by("-created_at")[:20]
     )
 
+    _status_map = {
+        "open": "Received", "in_progress": "In Progress",
+        "partially_resolved": "In Progress", "contacted": "In Progress",
+        "contacted_no_response": "In Progress", "resolved": "Resolved",
+        "closed": "Closed", "cancelled": "Cancelled",
+    }
+
     timeline = []
     for u in public_updates:
-        icon = "refresh-cw" if u.update_type == "status_change" else ("check-circle-2" if u.update_type == "resolution" else "message-square")
+        icon = "refresh-cw" if u.update_type == "status_change" else "check-circle-2"
-        title = "Status Updated" if u.update_type == "status_change" else ("Final Resolution" if u.update_type == "resolution" else "Update Received")
+        title = "Status Updated" if u.update_type == "status_change" else "Final Resolution"
+        msg = u.message or ""
+        for internal, public_label in _status_map.items():
+            msg = msg.replace(internal, public_label)
         timeline.append({
             "type": u.update_type,
             "icon": icon,
             "title": title,
-            "comment": u.comments or "",
+            "comment": msg,
             "created_at": u.created_at.strftime("%Y-%m-%d %H:%M"),
         })
 
@@ -450,6 +484,10 @@ def _track_complaint(reference):
     else:
         info_cards.append({"icon": "tag", "label": "Category", "value": complaint.get_category_display() if hasattr(complaint, 'get_category_display') else "General"})
 
+    response = {"has_response": False, "en": "", "ar": ""}
+    if complaint.status in ("resolved", "closed") and complaint.resolution:
+        response = {"has_response": True, "en": complaint.resolution, "ar": ""}
+
     return JsonResponse({
         "found": True,
         "type": "complaint",
@@ -461,11 +499,14 @@ def _track_complaint(reference):
         "escalated": bool(complaint.escalated_at),
         "info_cards": info_cards,
         "timeline": timeline,
+        "response": response,
+        "satisfaction": complaint.satisfaction or "",
+        "satisfaction_set_at": complaint.satisfaction_set_at.strftime("%Y-%m-%d %H:%M") if complaint.satisfaction_set_at else None,
     })
 
 
 def _track_inquiry(reference):
-    from apps.complaints.models import Inquiry, InquiryUpdate
+    from apps.complaints.models import Inquiry
 
     inquiry = Inquiry.objects.filter(reference_number__iexact=reference).select_related("hospital", "department").first()
     if not inquiry:
@@ -474,25 +515,19 @@ def _track_inquiry(reference):
     status_map = {
         "open": {"label": "Received", "progress": 15, "css": "amber"},
         "in_progress": {"label": "In Progress", "progress": 50, "css": "blue"},
-        "contacted": {"label": "In Progress", "progress": 50, "css": "blue"},
-        "contacted_no_response": {"label": "In Progress", "progress": 50, "css": "blue"},
         "resolved": {"label": "Resolved", "progress": 100, "css": "emerald"},
         "closed": {"label": "Closed", "progress": 100, "css": "slate"},
     }
     sm = status_map.get(inquiry.status, {"label": inquiry.get_status_display(), "progress": 15, "css": "amber"})
 
-    updates = InquiryUpdate.objects.filter(inquiry=inquiry).select_related("created_by").order_by("-created_at")[:20]
-
     timeline = []
-    for u in updates:
+    if inquiry.status in ("resolved", "closed") and (inquiry.department_response_en or inquiry.department_response_ar):
-        icon = "refresh-cw" if u.update_type == "status_change" else ("check-circle-2" if u.update_type == "response" else "message-square")
-        title = "Status Updated" if u.update_type == "status_change" else ("Response Received" if u.update_type == "response" else "Update Received")
         timeline.append({
-            "type": u.update_type,
+            "type": "response",
-            "icon": icon,
+            "icon": "check-circle-2",
-            "title": title,
+            "title": "Response Sent",
-            "comment": u.message or "",
+            "comment": "",
-            "created_at": u.created_at.strftime("%Y-%m-%d %H:%M"),
+            "created_at": (inquiry.department_responded_at or inquiry.updated_at).strftime("%Y-%m-%d %H:%M"),
         })
 
     info_cards = [
@@ -520,6 +555,11 @@ def _track_inquiry(reference):
         "escalated": bool(inquiry.escalated_at),
         "info_cards": info_cards,
         "timeline": timeline,
+        "response": {
+            "has_response": bool(inquiry.department_response_en or inquiry.department_response_ar),
+            "en": inquiry.department_response_en or "",
+            "ar": inquiry.department_response_ar or "",
+        },
     })
 
 
@@ -527,29 +567,27 @@ def _track_observation(reference):
     from apps.observations.models import Observation
 
     try:
-        observation = Observation.objects.select_related("hospital", "category").get(tracking_code__iexact=reference)
+        observation = Observation.objects.select_related("hospital", "category").prefetch_related("status_logs", "notes").get(tracking_code__iexact=reference)
     except Observation.DoesNotExist:
         return JsonResponse({"found": False, "error": "Observation not found"})
 
     status_progress = {
-        "new": 15, "triaged": 30, "assigned": 40, "in_progress": 50,
+        "open": 15, "in_progress": 50,
-        "resolved": 100, "closed": 100, "rejected": 0, "duplicate": 0,
+        "resolved": 100, "closed": 100,
     }
     status_css = {
-        "new": "sky", "triaged": "teal", "assigned": "teal", "in_progress": "blue",
+        "open": "amber", "in_progress": "blue",
-        "resolved": "emerald", "closed": "slate", "rejected": "rose", "duplicate": "slate",
+        "resolved": "emerald", "closed": "slate",
     }
 
     timeline = []
-    if hasattr(observation, 'public_timeline') and callable(observation.public_timeline):
+    if observation.status in ("resolved", "closed") and (observation.department_response_en or observation.department_response_ar):
-        for item in observation.public_timeline:
-            icon = "refresh-cw" if item.get("type") == "status_change" else ("message-square" if item.get("type") == "note" else "check-circle-2")
         timeline.append({
-                "type": item.get("type", "note"),
+            "type": "response",
-                "icon": icon,
+            "icon": "check-circle-2",
-                "title": "Status Updated" if item.get("type") == "status_change" else ("Update Received" if item.get("type") == "note" else "Final Resolution"),
+            "title": "Response Sent",
-                "comment": item.get("comment", ""),
+            "comment": "",
-                "created_at": item.get("created_at", ""),
+            "created_at": (observation.department_responded_at or observation.updated_at).strftime("%Y-%m-%d %H:%M"),
         })
 
     info_cards = [
@@ -569,6 +607,11 @@ def _track_observation(reference):
         "escalated": False,
         "info_cards": info_cards,
         "timeline": timeline,
+        "response": {
+            "has_response": bool(observation.department_response_en or observation.department_response_ar),
+            "en": observation.department_response_en or "",
+            "ar": observation.department_response_ar or "",
+        },
     })
 
 
@@ -580,22 +623,20 @@ def public_observation_submit(request):
     Creates an observation from public submission.
     Returns JSON response with tracking code.
     """
-    from apps.observations.models import Observation, ObservationAttachment, ObservationCategory
+    from apps.observations.models import Observation, ObservationAttachment
-    from django.shortcuts import get_object_or_404
     from apps.observations.services import ObservationService
-    from apps.organizations.models import Hospital, Location, MainSection, SubSection
+    from apps.organizations.models import Hospital, Department, Section, OrgSubSection
     import mimetypes
 
-    # Get form data
     hospital_id = request.POST.get("hospital", "").strip()
-    category_id = request.POST.get("category")
     severity = request.POST.get("severity", "medium")
     title = request.POST.get("title", "").strip()
     description = request.POST.get("description", "").strip()
     location_text = request.POST.get("location_text", "").strip()
-    location_id = request.POST.get("location", "").strip()
+    location_type = request.POST.get("location_type", "").strip()
-    main_section_id = request.POST.get("main_section", "").strip()
+    area_id = request.POST.get("area", "").strip()
-    subsection_id = request.POST.get("subsection", "").strip()
+    department_id = request.POST.get("department", "").strip()
+    section_id = request.POST.get("section", "").strip()
     incident_datetime = request.POST.get("incident_datetime", "")
     reporter_staff_id = request.POST.get("reporter_staff_id", "").strip()
     reporter_name = request.POST.get("reporter_name", "").strip()
@@ -618,13 +659,11 @@ def public_observation_submit(request):
 
     try:
         hospital = Hospital.objects.get(id=hospital_id)
-        category = None
-        if category_id:
-            category = get_object_or_404(ObservationCategory, id=category_id)
 
-        location = Location.objects.filter(id=location_id).first() if location_id else None
+        department = Department.objects.filter(id=department_id).first() if department_id else None
-        main_section = MainSection.objects.filter(id=main_section_id).first() if main_section_id else None
+        section = Section.objects.filter(id=section_id).first() if section_id else None
-        subsection = SubSection.objects.filter(id=subsection_id).first() if subsection_id else None
+        from apps.organizations.models import Area
+        area = Area.objects.filter(id=area_id).first() if area_id else None
 
         # Get client info
         def get_client_ip(req):
@@ -645,13 +684,14 @@ def public_observation_submit(request):
         observation = ObservationService.create_observation(
             description=description,
             severity=severity,
-            category=category,
+            category=None,
             title=title,
             hospital=hospital,
             location_text=location_text,
-            location=location,
+            location_type=location_type,
-            main_section=main_section,
+            assigned_department=department,
-            subsection=subsection,
+            section=section,
+            area=area,
             incident_datetime=incident_datetime if incident_datetime else None,
             reporter_staff_id=reporter_staff_id,
             reporter_name=reporter_name,
@@ -665,6 +705,71 @@ def public_observation_submit(request):
         return JsonResponse(
             {"success": True, "tracking_code": observation.tracking_code, "observation_id": str(observation.id)}
         )
-
     except Exception as e:
         return JsonResponse({"success": False, "errors": [str(e)]}, status=500)
+
+
+@login_required
+@require_http_methods(["POST"])
+@login_required
+@require_http_methods(["POST"])
+def add_note(request):
+    from django.contrib.contenttypes.models import ContentType
+    from apps.core.models import Note
+
+    content_type_id = request.POST.get("content_type_id")
+    object_id = request.POST.get("object_id")
+    note_text = request.POST.get("note", "").strip()
+
+    if not note_text:
+        messages.error(request, _("Note cannot be empty."))
+        return redirect(request.META.get("HTTP_REFERER", "/"))
+
+    try:
+        ct = ContentType.objects.get(pk=content_type_id)
+        obj = ct.get_object_for_this_type(pk=object_id)
+    except Exception:
+        messages.error(request, _("Invalid object reference."))
+        return redirect(request.META.get("HTTP_REFERER", "/"))
+
+    Note.objects.create(
+        content_type=ct,
+        object_id=object_id,
+        note=note_text,
+        created_by=request.user,
+        is_internal=True,
+    )
+    messages.success(request, _("Note added successfully."))
+    return redirect(request.META.get("HTTP_REFERER", "/"))
+
+
+@require_POST
+@csrf_exempt
+def public_set_satisfaction(request):
+    """Public endpoint to set patient satisfaction for a complaint (no auth required)."""
+    from django.utils import timezone
+    from apps.complaints.models import Complaint
+
+    reference = request.POST.get("reference", "").strip()
+    satisfaction = request.POST.get("satisfaction", "").strip()
+
+    if not reference or not satisfaction:
+        return JsonResponse({"success": False, "error": "Reference and satisfaction are required."}, status=400)
+
+    valid_choices = ["satisfied", "neutral", "dissatisfied"]
+    if satisfaction not in valid_choices:
+        return JsonResponse({"success": False, "error": "Invalid satisfaction value."}, status=400)
+
+    try:
+        complaint = Complaint.objects.get(reference_number__iexact=reference)
+    except Complaint.DoesNotExist:
+        return JsonResponse({"success": False, "error": "Complaint not found."}, status=404)
+
+    if complaint.status not in ("resolved", "closed") or not complaint.resolution:
+        return JsonResponse({"success": False, "error": "Satisfaction can only be set for resolved complaints."}, status=400)
+
+    complaint.satisfaction = satisfaction
+    complaint.satisfaction_set_at = timezone.now()
+    complaint.save(update_fields=["satisfaction", "satisfaction_set_at", "updated_at"])
+
+    return JsonResponse({"success": True, "satisfaction": complaint.satisfaction})

apps/dashboard/services/complaint_monthly_export.py

@@ -201,7 +201,7 @@ def _write_data_rows(ws, queryset):
             c.reference_number or "",
             c.file_number or "",
             c.source.name_en if c.source else (c.complaint_source_type or ""),
-            c.location.name if c.location else "",
+            c.department.name_en if c.department else "",
             c.domain.name_en if c.domain else "",
             c.category.name_en if c.category else "",
             c.created_at,

apps/dashboard/services/complaint_monthly_service.py

@@ -51,7 +51,7 @@ class ComplaintMonthlyService:
         ).select_related(
             "patient", "department", "assigned_to", "created_by",
             "domain", "category", "subcategory_obj",
-            "location", "main_section", "source",
+            "source",
         ).prefetch_related("involved_departments__department")
 
     def get_summary(self):

apps/dashboard/services/complaint_quarterly_export.py

@@ -280,12 +280,9 @@ def _write_source_table_sheet(wb, service):
     int_total = sum(source[m]["internal"] for m in active_months)
 
     row = 2
-    ins_total = sum(source[m]["insurance"] for m in active_months)
+    _style_data(ws, row, 1, round(ext_total / total_all, 3) if total_all else 0, PCT_FMT)
-    _write_toprow(ws, row,
+    _style_data(ws, row, 2, ext_total)
-        round(ext_total / total_all, 3) if total_all else 0, ext_total, "External",
+    _style_data(ws, row, 3, "External")
-        "Insurance company", ins_total,
-        lambda m: source[m]["insurance"],
-        lambda m: round(source[m]["insurance"] / source[m]["total"], 3) if source[m]["total"] else 0)
 
     row = 3
     moh_total = sum(source[m]["moh"] for m in active_months)
@@ -335,7 +332,7 @@ def _write_source_table_sheet(wb, service):
     _write_total_row(ws, row, total_all, {m: source[m]["total"] for m in active_months})
 
     row += 2
-    for label, key in [("Medical", "medical"), ("Admin", "admin"), ("Nursing", "nursing"), ("Support Services", "support")]:
+    for label, key in [("Medical", "medical"), ("Administrative", "administrative"), ("Nursing", "nursing"), ("Support Services", "support")]:
         total_v = sum(dept_type[m][key] for m in active_months)
         _style_data(ws, row, 1, round(total_v / total_all, 3) if total_all else 0, PCT_FMT)
         _style_data(ws, row, 2, total_v)
@@ -353,7 +350,7 @@ def _write_source_table_sheet(wb, service):
     _write_total_row(ws, row, total_all, {m: source[m]["total"] for m in active_months})
 
     row += 2
-    summary_headers = ["Month", "MOH Complaints", "CHI", "Insurance Company", "Internal", "Total Complaints", "MOH Percentage", "CCHI Percentage"]
+    summary_headers = ["Month", "MOH Complaints", "CHI", "Internal", "Total Complaints", "MOH Percentage", "CCHI Percentage"]
     for i, h in enumerate(summary_headers):
         _style_header(ws, row, 5 + i, h)
 
@@ -362,19 +359,15 @@ def _write_source_table_sheet(wb, service):
         _style_data(ws, row, 5, ms["month"])
         _style_data(ws, row, 6, ms["moh"])
         _style_data(ws, row, 7, ms["chi"])
-        _style_data(ws, row, 8, ms["insurance"])
+        _style_data(ws, row, 8, ms["internal"])
-        _style_data(ws, row, 9, ms["internal"])
+        _style_data(ws, row, 9, ms["total"])
-        _style_data(ws, row, 10, ms["total"])
+        _style_data(ws, row, 10, ms["moh_pct"], PCT_FMT)
-        _style_data(ws, row, 11, ms["moh_pct"], PCT_FMT)
+        _style_data(ws, row, 11, ms["chi_pct"], PCT_FMT)
-        _style_data(ws, row, 12, ms["chi_pct"], PCT_FMT)
 
     row += 2
     source_total_items = [
         ("Internal Complaints", source_totals["internal"]["count"], "% Internal", source_totals["internal"]["pct"]),
         ("External Complaints", source_totals["external"]["count"], "% External", source_totals["external"]["pct"]),
-        ("MOH", source_totals["moh"]["count"], "% MOH", source_totals["moh"]["pct"]),
-        ("CHI", source_totals["chi"]["count"], "% CHI", source_totals["chi"]["pct"]),
-        ("Insurance Company", source_totals["insurance"]["count"], "% Insurance Comp.", source_totals["insurance"]["pct"]),
     ]
     for label, count, pct_label, pct in source_total_items:
         _style_bold(ws, row, 6, label)
@@ -398,13 +391,13 @@ def _write_source_table_sheet(wb, service):
             _style_data(ws, row, 5, months[i])
             _style_data(ws, row, 6, d[f"{area}_complaints"])
             _style_data(ws, row, 7, d[f"{area}_patients"])
-            _style_data(ws, row, 8, d[f"{area}_ratio"], PCT_FMT)
+            _style_data(ws, row, 8, d[f"{area}_ratio"] if d[f"{area}_patients"] > 0 else "-", PCT_FMT)
         row += 1
         t = location_ratios["totals"][area]
         _style_bold(ws, row, 5, "TOTAL")
         _style_bold(ws, row, 6, t["complaints"])
         _style_bold(ws, row, 7, t["patients"])
-        _style_bold(ws, row, 8, t["ratio"], PCT_FMT)
+        _style_bold(ws, row, 8, t["ratio"] if t["patients"] > 0 else "-", PCT_FMT)
         row += 1
 
     row += 1
@@ -446,7 +439,7 @@ def _write_source_table_sheet(wb, service):
             row += 1
 
     row += 1
-    dept_headers = ["Month", "Medical", "Admin", "Nursing", "Support Services", "Total Complaints"]
+    dept_headers = ["Month", "Medical", "Administrative", "Nursing", "Support Services", "Total Complaints"]
     for i, h in enumerate(dept_headers):
         _style_header(ws, row, 5 + i, h)
 
@@ -454,7 +447,7 @@ def _write_source_table_sheet(wb, service):
         row += 1
         _style_data(ws, row, 5, mr["month"])
         _style_data(ws, row, 6, mr["medical"])
-        _style_data(ws, row, 7, mr["admin"])
+        _style_data(ws, row, 7, mr["administrative"])
         _style_data(ws, row, 8, mr["nursing"])
         _style_data(ws, row, 9, mr["support"])
         _style_data(ws, row, 10, mr["total"])
@@ -462,7 +455,7 @@ def _write_source_table_sheet(wb, service):
     row += 1
     _style_bold(ws, row, 5, "TOTAL")
     _style_bold(ws, row, 6, dept_type_monthly["totals"]["medical"])
-    _style_bold(ws, row, 7, dept_type_monthly["totals"]["admin"])
+    _style_bold(ws, row, 7, dept_type_monthly["totals"]["administrative"])
     _style_bold(ws, row, 8, dept_type_monthly["totals"]["nursing"])
     _style_bold(ws, row, 9, dept_type_monthly["totals"]["support"])
     _style_bold(ws, row, 10, dept_type_monthly["totals"]["total"])
@@ -470,25 +463,25 @@ def _write_source_table_sheet(wb, service):
     row += 1
     _style_bold(ws, row, 5, "% From total")
     _style_bold(ws, row, 6, dept_type_monthly["percentages"]["medical"], PCT_FMT)
-    _style_bold(ws, row, 7, dept_type_monthly["percentages"]["admin"], PCT_FMT)
+    _style_bold(ws, row, 7, dept_type_monthly["percentages"]["administrative"], PCT_FMT)
     _style_bold(ws, row, 8, dept_type_monthly["percentages"]["nursing"], PCT_FMT)
     _style_bold(ws, row, 9, dept_type_monthly["percentages"]["support"], PCT_FMT)
     _style_bold(ws, row, 10, dept_type_monthly["percentages"]["total"], PCT_FMT)
 
     row += 2
-    for i, h in enumerate(["Medical", "Admin", "Nursing", "Support Services", "Total Complaints"]):
+    for i, h in enumerate(["Medical", "Administrative", "Nursing", "Support Services", "Total Complaints"]):
         _style_header(ws, row, 5 + i, h)
     row += 1
     _style_data(ws, row, 5, "Persentage")
     _style_data(ws, row, 6, dept_type_monthly["percentages"]["medical"], PCT_FMT)
-    _style_data(ws, row, 7, dept_type_monthly["percentages"]["admin"], PCT_FMT)
+    _style_data(ws, row, 7, dept_type_monthly["percentages"]["administrative"], PCT_FMT)
     _style_data(ws, row, 8, dept_type_monthly["percentages"]["nursing"], PCT_FMT)
     _style_data(ws, row, 9, dept_type_monthly["percentages"]["support"], PCT_FMT)
     _style_data(ws, row, 10, dept_type_monthly["percentages"]["total"], PCT_FMT)
     row += 1
     _style_bold(ws, row, 5, "TOTAL")
     _style_bold(ws, row, 6, dept_type_monthly["totals"]["medical"])
-    _style_bold(ws, row, 7, dept_type_monthly["totals"]["admin"])
+    _style_bold(ws, row, 7, dept_type_monthly["totals"]["administrative"])
     _style_bold(ws, row, 8, dept_type_monthly["totals"]["nursing"])
     _style_bold(ws, row, 9, dept_type_monthly["totals"]["support"])
     _style_bold(ws, row, 10, dept_type_monthly["totals"]["total"])
@@ -507,9 +500,9 @@ def _write_escalated_sheet(wb, service):
 
     categories = [
         ("Medical", "medical"),
-        ("Non-Medical", "non_medical"),
+        ("Administrative", "administrative"),
         ("Nursing", "nursing"),
-        ("Support Services", "support"),
+        ("Support Services", "support_services"),
     ]
 
     cat_headers = []
@@ -588,16 +581,16 @@ def _write_per_department_sheet(wb, service):
 
     cat_configs = [
         ("Medical", "medical", 2),
-        ("Non-Medical", "non_medical", 12),
+        ("Administrative", "administrative", 12),
         ("Nursing", "nursing", 20),
-        ("Support Services", "support", 28),
+        ("Support Services", "support_services", 28),
     ]
 
     for cat_label, cat_key, col_start in cat_configs:
         _style_header(ws, 1, col_start, cat_label)
-        ws.merge_cells(start_row=1, start_column=col_start, end_row=1, end_column=col_start + 7)
+        ws.merge_cells(start_row=1, start_column=col_start, end_row=1, end_column=col_start + 6)
 
-        sub_headers = ["Sub-dept", "MOH", "CHI", "Insurance", "Internal", "Total", "Escalated", "Response Rate (Days)"]
+        sub_headers = ["Sub-dept", "MOH", "CHI", "Internal", "Total", "Escalated", "Response Rate (Days)"]
         for i, h in enumerate(sub_headers):
             _style_header(ws, 2, col_start + i, h)
 
@@ -607,20 +600,18 @@ def _write_per_department_sheet(wb, service):
             _style_data(ws, row, col_start, d["name"])
             _style_data(ws, row, col_start + 1, d["moh"])
             _style_data(ws, row, col_start + 2, d["chi"])
-            _style_data(ws, row, col_start + 3, d["insurance"])
+            _style_data(ws, row, col_start + 3, d["internal"])
-            _style_data(ws, row, col_start + 4, d["internal"])
+            _style_data(ws, row, col_start + 4, d["total"])
-            _style_data(ws, row, col_start + 5, d["total"])
+            _style_data(ws, row, col_start + 5, d["escalated"])
-            _style_data(ws, row, col_start + 6, d["escalated"])
+            _style_data(ws, row, col_start + 6, d["avg_response_days"], NUM_FMT)
-            _style_data(ws, row, col_start + 7, d["avg_response_days"], NUM_FMT)
 
         total_row = 3 + len(depts)
         _style_bold(ws, total_row, col_start, "Total")
         _style_bold(ws, total_row, col_start + 1, sum(d["moh"] for d in depts))
         _style_bold(ws, total_row, col_start + 2, sum(d["chi"] for d in depts))
-        _style_bold(ws, total_row, col_start + 3, sum(d["insurance"] for d in depts))
+        _style_bold(ws, total_row, col_start + 3, sum(d["internal"] for d in depts))
-        _style_bold(ws, total_row, col_start + 4, sum(d["internal"] for d in depts))
+        _style_bold(ws, total_row, col_start + 4, sum(d["total"] for d in depts))
-        _style_bold(ws, total_row, col_start + 5, sum(d["total"] for d in depts))
+        _style_bold(ws, total_row, col_start + 5, sum(d["escalated"] for d in depts))
-        _style_bold(ws, total_row, col_start + 6, sum(d["escalated"] for d in depts))
 
     summary_row = 3 + max(len(categories.get(ck, [])) for _, ck, _ in cat_configs) + 3
 
@@ -628,7 +619,6 @@ def _write_per_department_sheet(wb, service):
         ("MOH", source_totals["moh"]),
         ("CHI", source_totals["chi"]),
         ("Internal", source_totals["internal"]),
-        ("Insurance Co.", source_totals["insurance"]),
         ("Total", source_totals["total"]),
     ]
     for label, val in source_items:
@@ -704,8 +694,8 @@ def _write_per_dept_response_rate_sheets(wb, service):
 
     sheet_configs = [
         ("8.1 Response Rate Medical", ["medical"]),
-        ("8.2 Response Rate Non-Medical", ["non_medical", "admin"]),
+        ("8.2 Response Rate Administrative", ["administrative", "admin"]),
-        ("8.3 RR Nursing&Support", ["nursing", "support"]),
+        ("8.3 RR Nursing&Support", ["nursing", "support_services"]),
     ]
 
     for sheet_title, domain_types in sheet_configs:

apps/dashboard/services/complaint_quarterly_service.py

@@ -49,7 +49,7 @@ class ComplaintQuarterlyService:
             hospital_id=self.hospital_id,
             created_at__range=(dt_start, dt_end),
         ).select_related(
-            "department", "domain", "category", "location",
+            "department",
             "source", "assigned_to", "created_by",
         )
 
@@ -209,9 +209,20 @@ class ComplaintQuarterlyService:
             ).count()
             relatives = qs.filter(
                 Q(source__name_en__icontains="relative")
+                | Q(source__name_en__icontains="family")
                 | Q(relation_to_patient="relative")
             ).count()
 
+            by_source = list(
+                qs.filter(source__isnull=False)
+                .values("source__name_en")
+                .annotate(count=Count("id"))
+                .order_by("-count")
+            )
+            no_source = qs.filter(source__isnull=True).count()
+            if no_source > 0:
+                by_source.append({"source__name_en": "No Source", "count": no_source})
+
             result[m] = {
                 "total": total,
                 "external": ext,
@@ -221,6 +232,7 @@ class ComplaintQuarterlyService:
                 "insurance": insurance,
                 "patients": patients,
                 "relatives": relatives,
+                "by_source": by_source,
             }
         return result
 
@@ -232,15 +244,12 @@ class ComplaintQuarterlyService:
         for m in self.active_months:
             qs = self._month_qs(m)
             total = qs.count()
-            ip = qs.filter(
+            ip = qs.filter(department__location_type="IP").count()
-                Q(location__name_en__icontains="inpatient") | Q(location__name_en__icontains="in-patient")
+            er = qs.filter(department__location_type="ER").count()
-            ).count()
+            op = qs.filter(department__location_type="OP").count()
-            er = qs.filter(
+            general = total - ip - er - op
-                Q(location__name_en__icontains="emergency") | Q(location__name_en__icontains="er")
-            ).count()
-            op = total - ip - er
 
-            result[m] = {"total": total, "ip": ip, "op": op, "er": er}
+            result[m] = {"total": total, "ip": ip, "op": op, "er": er, "general": general}
         return result
 
     def get_dept_type_breakdown(self):
@@ -251,17 +260,19 @@ class ComplaintQuarterlyService:
         for m in self.active_months:
             qs = self._month_qs(m)
             total = qs.count()
-            medical = qs.filter(domain__domain_type="medical").count()
+            medical = qs.filter(department__category="medical").count()
-            admin = qs.filter(domain__domain_type="admin").count()
+            administrative = qs.filter(department__category="administrative").count()
-            nursing = qs.filter(domain__domain_type="nursing").count()
+            nursing = qs.filter(department__category="nursing").count()
-            support = total - medical - admin - nursing
+            support = qs.filter(department__category="support_services").count()
+            other = total - medical - administrative - nursing - support
 
             result[m] = {
                 "total": total,
                 "medical": medical,
-                "admin": admin,
+                "administrative": administrative,
                 "nursing": nursing,
                 "support": support,
+                "other": other,
             }
         return result
 
@@ -275,14 +286,22 @@ class ComplaintQuarterlyService:
         for c in qs.iterator(chunk_size=2000):
             dept_name = c.department.name if c.department else "Unknown"
             domain_type = "medical"
-            if c.domain:
+            if c.department and c.department.category:
-                dt = c.domain.domain_type or ""
+                dt = c.department.category
-                if dt == "admin" or dt == "non_medical":
+                if dt in ("admin", "non_medical", "administrative"):
-                    domain_type = "non_medical"
+                    domain_type = "administrative"
                 elif dt == "nursing":
                     domain_type = "nursing"
                 elif dt in ("support", "support_services"):
-                    domain_type = "support"
+                    domain_type = "support_services"
+            elif c.domain:
+                dt = c.domain.domain_type or ""
+                if dt in ("admin", "non_medical", "MANAGEMENT"):
+                    domain_type = "administrative"
+                elif dt == "nursing":
+                    domain_type = "nursing"
+                elif dt in ("support", "support_services"):
+                    domain_type = "support_services"
             by_category[domain_type][dept_name] += 1
 
             if c.complaint_source_type == "internal":
@@ -434,8 +453,8 @@ class ComplaintQuarterlyService:
                 domain_type = c.department.category
             elif c.domain:
                 dt = c.domain.domain_type or ""
-                if dt == "admin" or dt == "non_medical":
+                if dt in ("admin", "non_medical", "MANAGEMENT"):
-                    domain_type = "non_medical"
+                    domain_type = "administrative"
                 elif dt == "nursing":
                     domain_type = "nursing"
                 elif dt in ("support", "support_services"):
@@ -495,7 +514,7 @@ class ComplaintQuarterlyService:
         }
 
         avg_response = {}
-        for dtype in ["medical", "non_medical", "nursing", "support_services"]:
+        for dtype in ["medical", "administrative", "nursing", "support_services"]:
             depts = categories.get(dtype, [])
             total_hours = sum(d["avg_response_days"] * 24 * (d["total"] - d.get("_excluded", 0)) for d in depts)
             total_count = sum(d["total"] for d in depts)
@@ -526,8 +545,8 @@ class ComplaintQuarterlyService:
                 domain_type = c.department.category
             elif c.domain:
                 dt = c.domain.domain_type or ""
-                if dt == "admin" or dt == "non_medical":
+                if dt in ("admin", "non_medical", "MANAGEMENT"):
-                    domain_type = "non_medical"
+                    domain_type = "administrative"
                 elif dt == "nursing":
                     domain_type = "nursing"
                 elif dt in ("support", "support_services"):
@@ -578,8 +597,8 @@ class ComplaintQuarterlyService:
                     source_label = "Patient's relatives"
 
             location_label = ""
-            if c.location and c.location.name_en:
+            if c.department and c.department.location_type:
-                location_label = c.location.name_en
+                location_label = c.department.location_type
 
             dept_label = c.department.name if c.department else ""
             domain_label = c.domain.name_en if c.domain else ""
@@ -768,16 +787,18 @@ class ComplaintQuarterlyService:
             result.append({
                 "month": calendar.month_abbr[m],
                 "medical": d["medical"],
-                "admin": d["admin"],
+                "administrative": d["administrative"],
                 "nursing": d["nursing"],
                 "support": d["support"],
+                "other": d["other"],
                 "total": d["total"],
             })
         totals = {
             "medical": sum(r["medical"] for r in result),
-            "admin": sum(r["admin"] for r in result),
+            "administrative": sum(r["administrative"] for r in result),
             "nursing": sum(r["nursing"] for r in result),
             "support": sum(r["support"] for r in result),
+            "other": sum(r["other"] for r in result),
             "total": sum(r["total"] for r in result),
         }
         total_all = totals["total"]
@@ -810,6 +831,7 @@ class ComplaintQuarterlyService:
             "source_distribution": {
                 "external": sum(s["external"] for s in source.values()),
                 "internal": sum(s["internal"] for s in source.values()),
+                "by_source": source[self.active_months[0]]["by_source"] if self.active_months else [],
             },
             "location_distribution": {
                 "IP": sum(l["ip"] for l in location.values()),
@@ -818,9 +840,10 @@ class ComplaintQuarterlyService:
             },
             "dept_type_distribution": {
                 "Medical": sum(d["medical"] for d in dept_type.values()),
-                "Admin": sum(d["admin"] for d in dept_type.values()),
+                "Administrative": sum(d["administrative"] for d in dept_type.values()),
                 "Nursing": sum(d["nursing"] for d in dept_type.values()),
-                "Support": sum(d["support"] for d in dept_type.values()),
+                "Support Services": sum(d["support"] for d in dept_type.values()),
+                "Other": sum(d["other"] for d in dept_type.values()),
             },
             "satisfaction": {
                 "months": self.active_month_labels,

apps/dashboard/views.py

@@ -112,8 +112,8 @@ class CommandCenterView(LoginRequiredMixin, TemplateView):
                 Q(department=user.department) | Q(outgoing_department=user.department)
             )
             actions_qs = PXAction.objects.filter(department=user.department)
-            surveys_qs = SurveyInstance.objects.none()
+            surveys_qs = SurveyInstance.objects.filter(journey_instance__department=user.department)
-            calls_qs = CallCenterInteraction.objects.none()
+            calls_qs = CallCenterInteraction.objects.filter(department=user.department)
             observations_qs = Observation.objects.filter(assigned_department=user.department)
         elif user.is_director():
             directed_depts = user.get_directed_departments()
@@ -131,6 +131,21 @@ class CommandCenterView(LoginRequiredMixin, TemplateView):
                 surveys_qs = SurveyInstance.objects.none()
                 calls_qs = CallCenterInteraction.objects.none()
                 observations_qs = Observation.objects.none()
+        elif user.is_executive():
+            if user.hospital:
+                complaints_qs = Complaint.objects.filter(hospital=user.hospital)
+                inquiries_qs = Inquiry.objects.filter(hospital=user.hospital)
+                actions_qs = PXAction.objects.filter(hospital=user.hospital)
+                surveys_qs = SurveyInstance.objects.filter(journey_instance__department__hospital=user.hospital)
+                calls_qs = CallCenterInteraction.objects.filter(department__hospital=user.hospital)
+                observations_qs = Observation.objects.filter(hospital=user.hospital)
+            else:
+                complaints_qs = Complaint.objects.none()
+                inquiries_qs = Inquiry.objects.none()
+                actions_qs = PXAction.objects.none()
+                surveys_qs = SurveyInstance.objects.none()
+                calls_qs = CallCenterInteraction.objects.none()
+                observations_qs = Observation.objects.none()
         else:
             complaints_qs = Complaint.objects.none()
             inquiries_qs = Inquiry.objects.none()
@@ -1379,6 +1394,14 @@ def command_center_api(request):
         actions_qs = PXAction.objects.filter(department=user.department)
         surveys_qs = SurveyInstance.objects.filter(journey_instance__department=user.department)
         observations_qs = Observation.objects.filter(assigned_department=user.department)
+    elif user.is_champion() and user.department:
+        complaints_qs = Complaint.objects.filter(department=user.department)
+        inquiries_qs = Inquiry.objects.filter(
+            Q(department=user.department) | Q(outgoing_department=user.department)
+        )
+        actions_qs = PXAction.objects.filter(department=user.department)
+        surveys_qs = SurveyInstance.objects.filter(journey_instance__department=user.department)
+        observations_qs = Observation.objects.filter(assigned_department=user.department)
     elif user.is_director():
         directed_depts = user.get_directed_departments()
         if directed_depts.exists():
@@ -1393,6 +1416,19 @@ def command_center_api(request):
             actions_qs = PXAction.objects.none()
             surveys_qs = SurveyInstance.objects.none()
             observations_qs = Observation.objects.none()
+    elif user.is_executive():
+        if user.hospital:
+            complaints_qs = Complaint.objects.filter(hospital=user.hospital)
+            inquiries_qs = Inquiry.objects.filter(hospital=user.hospital)
+            actions_qs = PXAction.objects.filter(hospital=user.hospital)
+            surveys_qs = SurveyInstance.objects.filter(survey_template__hospital=user.hospital)
+            observations_qs = Observation.objects.filter(hospital=user.hospital)
+        else:
+            complaints_qs = Complaint.objects.none()
+            inquiries_qs = Inquiry.objects.none()
+            actions_qs = PXAction.objects.none()
+            surveys_qs = SurveyInstance.objects.none()
+            observations_qs = Observation.objects.none()
     else:
         complaints_qs = Complaint.objects.none()
         inquiries_qs = Inquiry.objects.none()
@@ -2516,7 +2552,7 @@ def complaint_quarterly_report(request):
 
     context["kpi_blocks"] = _build_kpi_blocks(kpi_data, satisfaction_data, moh_kpi_data, active_months)
 
-    context["source_sub_external"] = _build_source_subrows(source_breakdown, ["moh", "chi", "insurance"], ["MOH", "CHI", "Insurance Company"], active_months)
+    context["source_sub_external"] = _build_source_subrows(source_breakdown, ["moh", "chi"], ["MOH", "CHI"], active_months)
     context["source_sub_internal"] = _build_source_subrows(source_breakdown, ["patients", "relatives"], ["Patients", "Patient's relatives"], active_months)
     context["source_internal_monthly"] = [source_breakdown[m]["internal"] for m in active_months]
     context["source_total_monthly"] = [source_breakdown[m]["total"] for m in active_months]
@@ -2525,12 +2561,6 @@ def complaint_quarterly_report(request):
         {"label": "Internal Complaints", "count": source_totals["internal"]["count"], "pct_label": "% Internal", "pct": source_totals["internal"]["pct"]},
         {"label": "External Complaints", "count": source_totals["external"]["count"], "pct_label": "% External", "pct": source_totals["external"]["pct"]},
     ]
-    if source_totals["moh"]["count"] > 0:
-        context["source_total_rows"].append({"label": "MOH", "count": source_totals["moh"]["count"], "pct_label": "% MOH", "pct": source_totals["moh"]["pct"]})
-    if source_totals["chi"]["count"] > 0:
-        context["source_total_rows"].append({"label": "CHI", "count": source_totals["chi"]["count"], "pct_label": "% CHI", "pct": source_totals["chi"]["pct"]})
-    if source_totals["insurance"]["count"] > 0:
-        context["source_total_rows"].append({"label": "Insurance Company", "count": source_totals["insurance"]["count"], "pct_label": "% Insurance Comp.", "pct": source_totals["insurance"]["pct"]})
 
     total_all = sum(location_breakdown[m]["total"] for m in active_months)
     context["location_rows"] = []
@@ -2546,7 +2576,7 @@ def complaint_quarterly_report(request):
     })
 
     context["dept_type_rows"] = []
-    for label, key in [("Medical", "medical"), ("Admin", "admin"), ("Nursing", "nursing"), ("Support Services", "support")]:
+    for label, key in [("Medical", "medical"), ("Administrative", "administrative"), ("Nursing", "nursing"), ("Support Services", "support")]:
         t = sum(dept_type_breakdown[m][key] for m in active_months)
         context["dept_type_rows"].append({
             "label": label, "total": t, "pct": round(t / total_all, 3) if total_all else 0,
@@ -2560,22 +2590,24 @@ def complaint_quarterly_report(request):
     context["dept_monthly_rows"] = []
     for mr in dept_type_monthly["months"]:
         context["dept_monthly_rows"].append({
-            "month": mr["month"], "medical": mr["medical"], "admin": mr["admin"],
+            "month": mr["month"], "medical": mr["medical"], "administrative": mr["administrative"],
             "nursing": mr["nursing"], "support": mr["support"], "total": mr["total"],
             "is_total": False, "is_pct": False,
         })
     context["dept_monthly_rows"].append({
         "month": "TOTAL",
-        "medical": dept_type_monthly["totals"]["medical"], "admin": dept_type_monthly["totals"]["admin"],
+        "medical": dept_type_monthly["totals"]["medical"], "administrative": dept_type_monthly["totals"]["administrative"],
         "nursing": dept_type_monthly["totals"]["nursing"], "support": dept_type_monthly["totals"]["support"],
         "total": dept_type_monthly["totals"]["total"],
         "is_total": True, "is_pct": False,
     })
     context["dept_monthly_rows"].append({
-        "month": "% From total",
+        "month": "% From Total",
-        "medical": dept_type_monthly["percentages"]["medical"], "admin": dept_type_monthly["percentages"]["admin"],
+        "medical": round(dept_type_monthly["percentages"]["medical"] * 100, 1),
-        "nursing": dept_type_monthly["percentages"]["nursing"], "support": dept_type_monthly["percentages"]["support"],
+        "administrative": round(dept_type_monthly["percentages"]["administrative"] * 100, 1),
-        "total": dept_type_monthly["percentages"]["total"],
+        "nursing": round(dept_type_monthly["percentages"]["nursing"] * 100, 1),
+        "support": round(dept_type_monthly["percentages"]["support"] * 100, 1),
+        "total": round(dept_type_monthly["percentages"]["total"] * 100, 1),
         "is_total": False, "is_pct": True,
     })
 
@@ -2587,7 +2619,7 @@ def complaint_quarterly_report(request):
     per_dept = service.get_per_department_breakdown()
     cat_configs = [
         ("Medical", "medical"),
-        ("Non-Medical", "non_medical"),
+        ("Administrative", "administrative"),
         ("Nursing", "nursing"),
         ("Support Services", "support_services"),
     ]
@@ -2628,7 +2660,6 @@ def complaint_quarterly_report(request):
         totals = {
             "moh": sum(d["moh"] for d in depts),
             "chi": sum(d["chi"] for d in depts),
-            "insurance": sum(d["insurance"] for d in depts),
             "internal": sum(d["internal"] for d in depts),
             "total": sum(d["total"] for d in depts),
             "escalated": sum(d["escalated"] for d in depts),
@@ -2641,7 +2672,6 @@ def complaint_quarterly_report(request):
         {"label": "MOH", "count": st["moh"], "is_total": False},
         {"label": "CHI", "count": st["chi"], "is_total": False},
         {"label": "Internal", "count": st["internal"], "is_total": False},
-        {"label": "Insurance Co.", "count": st["insurance"], "is_total": False},
         {"label": "Total", "count": st["total"], "is_total": True},
     ]
 

apps/feedback/admin.py

@@ -65,7 +65,22 @@ class FeedbackAdmin(admin.ModelAdmin):
             {"fields": ("id", "feedback_type", "title", "message", "category", "subcategory", "rating", "priority")},
         ),
         ("Patient/Contact", {"fields": ("patient", "is_anonymous", "contact_name", "contact_email", "contact_phone")}),
-        ("Organization", {"fields": ("hospital", "department", "physician", "encounter_id")}),
+        (
+            "Organization",
+            {
+                "fields": (
+                    "hospital",
+                    "department",
+                    "legacy_location",
+                    "legacy_main_section",
+                    "legacy_subsection",
+                    "section",
+                    
+                    "staff",
+                    "encounter_id",
+                )
+            },
+        ),
         (
             "Status & Workflow",
             {

apps/feedback/forms.py

@@ -314,12 +314,12 @@ class PublicSuggestionForm(forms.Form):
 
     def __init__(self, *args, **kwargs):
         super().__init__(*args, **kwargs)
-        from apps.organizations.models import Hospital, Location, MainSection, SubSection
+        from apps.organizations.models import Hospital, LegacyLocation, LegacyMainSection, LegacySubSection
 
         self.fields["hospital"].queryset = Hospital.objects.filter(status="active").order_by("name")
-        self.fields["location"].queryset = Location.active_locations()
+        self.fields["location"].queryset = LegacyLocation.active_locations()
-        self.fields["main_section"].queryset = MainSection.objects.none()
+        self.fields["main_section"].queryset = LegacyMainSection.objects.none()
-        self.fields["subsection"].queryset = SubSection.objects.none()
+        self.fields["subsection"].queryset = LegacySubSection.objects.none()
 
         location_id = None
         if "location" in self.initial:
@@ -329,9 +329,9 @@ class PublicSuggestionForm(forms.Form):
 
         if location_id:
             available_sections = (
-                SubSection.objects.filter(location_id=location_id).values_list("main_section_id", flat=True).distinct()
+                LegacySubSection.objects.filter(location_id=location_id).values_list("main_section_id", flat=True).distinct()
             )
-            self.fields["main_section"].queryset = MainSection.objects.filter(id__in=available_sections).order_by("name_en")
+            self.fields["main_section"].queryset = LegacyMainSection.objects.filter(id__in=available_sections).order_by("name_en")
 
             section_id = None
             if "main_section" in self.initial:
@@ -340,6 +340,6 @@ class PublicSuggestionForm(forms.Form):
                 section_id = self.data["main_section"]
 
             if section_id:
-                self.fields["subsection"].queryset = SubSection.objects.filter(
+                self.fields["subsection"].queryset = LegacySubSection.objects.filter(
                     location_id=location_id, main_section_id=section_id
                 ).order_by("name_en")

apps/feedback/migrations/0001_initial.py

@@ -11,7 +11,7 @@ class Migration(migrations.Migration):
     initial = True
 
     dependencies = [
-        ('organizations', '0001_initial'),
+        ('organizations', '0004_legacylocation_legacymainsection_and_more'),
         migrations.swappable_dependency(settings.AUTH_USER_MODEL),
     ]
 
@@ -168,8 +168,8 @@ class Migration(migrations.Migration):
                 ('deleted_by', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='deleted_%(class)s_set', to=settings.AUTH_USER_MODEL)),
                 ('department', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.department')),
                 ('hospital', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='feedbacks', to='organizations.hospital')),
-                ('location', models.ForeignKey(blank=True, help_text='Location context', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.location')),
+                ('location', models.ForeignKey(blank=True, help_text='Location context', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.legacylocation')),
-                ('main_section', models.ForeignKey(blank=True, help_text='Main section within the location', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.mainsection')),
+                ('main_section', models.ForeignKey(blank=True, help_text='Main section within the location', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.legacymainsection')),
                 ('patient', models.ForeignKey(blank=True, help_text='Patient who provided feedback (optional for anonymous feedback)', null=True, on_delete=django.db.models.deletion.CASCADE, related_name='feedbacks', to='organizations.patient')),
             ],
             options={

apps/feedback/migrations/0003_initial.py

@@ -11,7 +11,7 @@ class Migration(migrations.Migration):
 
     dependencies = [
         ('feedback', '0002_initial'),
-        ('organizations', '0001_initial'),
+        ('organizations', '0004_legacylocation_legacymainsection_and_more'),
         ('px_sources', '0001_initial'),
         migrations.swappable_dependency(settings.AUTH_USER_MODEL),
     ]
@@ -30,7 +30,7 @@ class Migration(migrations.Migration):
         migrations.AddField(
             model_name='feedback',
             name='subsection',
-            field=models.ForeignKey(blank=True, help_text='Specific subsection', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.subsection'),
+            field=models.ForeignKey(blank=True, help_text='Specific subsection', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.legacysubsection'),
         ),
         migrations.AddField(
             model_name='feedbackattachment',

apps/feedback/migrations/0004_remove_feedback_location_and_more.py

@@ -0,0 +1,28 @@
+# Generated by Django 6.0.1 on 2026-05-28 19:18
+
+from django.db import migrations
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('feedback', '0003_initial'),
+    ]
+
+    operations = [
+        migrations.RenameField(
+            model_name='feedback',
+            old_name='location',
+            new_name='legacy_location',
+        ),
+        migrations.RenameField(
+            model_name='feedback',
+            old_name='main_section',
+            new_name='legacy_main_section',
+        ),
+        migrations.RenameField(
+            model_name='feedback',
+            old_name='subsection',
+            new_name='legacy_subsection',
+        ),
+    ]

apps/feedback/migrations/0005_feedback_legacy_location_and_more.py

@@ -0,0 +1,26 @@
+# Generated by Django 6.0.1 on 2026-05-28 19:18
+
+import django.db.models.deletion
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('feedback', '0004_remove_feedback_location_and_more'),
+        ('organizations', '0008_rename_orgsubsection_to_section_add_champion'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='feedback',
+            name='section',
+            field=models.ForeignKey(blank=True, help_text='Section within department', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks_new', to='organizations.Section'),
+        ),
+
+        migrations.AlterField(
+            model_name='feedback',
+            name='status',
+            field=models.CharField(choices=[('submitted', 'Submitted'), ('reviewed', 'Reviewed'), ('acknowledged', 'Acknowledged'), ('closed', 'Closed'), ('reopened', 'Reopened')], db_index=True, default='submitted', max_length=20),
+        ),
+    ]

apps/feedback/migrations/0006_alter_feedback_legacy_location_and_more.py

@@ -0,0 +1,30 @@
+# Generated by Django 6.0.1 on 2026-05-28 19:25
+
+import django.db.models.deletion
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('feedback', '0005_feedback_legacy_location_and_more'),
+        ('organizations', '0005_alter_legacylocation_table_and_more'),
+    ]
+
+    operations = [
+        migrations.AlterField(
+            model_name='feedback',
+            name='legacy_location',
+            field=models.ForeignKey(blank=True, help_text='Location context', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.legacylocation'),
+        ),
+        migrations.AlterField(
+            model_name='feedback',
+            name='legacy_main_section',
+            field=models.ForeignKey(blank=True, help_text='Main section within the location', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.legacymainsection'),
+        ),
+        migrations.AlterField(
+            model_name='feedback',
+            name='legacy_subsection',
+            field=models.ForeignKey(blank=True, help_text='Specific subsection', null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.legacysubsection'),
+        ),
+    ]

apps/feedback/migrations/0007_remove_sub_subsection.py

@@ -0,0 +1,10 @@
+from django.db import migrations
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('feedback', '0006_alter_feedback_legacy_location_and_more'),
+    ]
+
+    operations = []

apps/feedback/migrations/0008_feedback_reference_number_and_more.py

@@ -0,0 +1,35 @@
+# Generated by Django 6.0.1 on 2026-06-14 10:48
+
+import django.db.models.deletion
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('feedback', '0007_remove_sub_subsection'),
+        ('organizations', '0014_remove_department_manager_1st'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='feedback',
+            name='reference_number',
+            field=models.CharField(blank=True, db_index=True, max_length=40, null=True, unique=True),
+        ),
+        migrations.AlterField(
+            model_name='feedback',
+            name='legacy_location',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.legacylocation'),
+        ),
+        migrations.AlterField(
+            model_name='feedback',
+            name='legacy_main_section',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.legacymainsection'),
+        ),
+        migrations.AlterField(
+            model_name='feedback',
+            name='legacy_subsection',
+            field=models.ForeignKey(blank=True, help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.", null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='feedbacks', to='organizations.legacysubsection'),
+        ),
+    ]

apps/feedback/models.py

@@ -9,6 +9,7 @@ This module implements the feedback management system that:
 """
 
 from django.conf import settings
+from django.contrib.contenttypes.fields import GenericRelation
 from django.db import models
 from django.utils import timezone
 from django.utils.translation import gettext_lazy as _
@@ -33,6 +34,16 @@ class FeedbackStatus(models.TextChoices):
     REVIEWED = "reviewed", _("Reviewed")
     ACKNOWLEDGED = "acknowledged", _("Acknowledged")
     CLOSED = "closed", _("Closed")
+    REOPENED = "reopened", _("Reopened")
+
+
+VALID_FEEDBACK_TRANSITIONS = {
+    FeedbackStatus.SUBMITTED: [FeedbackStatus.REVIEWED, FeedbackStatus.CLOSED],
+    FeedbackStatus.REVIEWED: [FeedbackStatus.ACKNOWLEDGED, FeedbackStatus.CLOSED],
+    FeedbackStatus.ACKNOWLEDGED: [FeedbackStatus.CLOSED],
+    FeedbackStatus.CLOSED: [FeedbackStatus.REOPENED],
+    FeedbackStatus.REOPENED: [FeedbackStatus.REVIEWED, FeedbackStatus.ACKNOWLEDGED, FeedbackStatus.CLOSED],
+}
 
 
 class FeedbackCategory(models.TextChoices):
@@ -101,29 +112,38 @@ class Feedback(UUIDModel, TimeStampedModel, SoftDeleteModel):
 
     # Organization
     hospital = models.ForeignKey("organizations.Hospital", on_delete=models.CASCADE, related_name="feedbacks")
-    location = models.ForeignKey(
+    legacy_location = models.ForeignKey(
-        "organizations.Location",
+        "organizations.LegacyLocation",
         on_delete=models.SET_NULL,
         null=True,
         blank=True,
         related_name="feedbacks",
-        help_text="Location context",
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
     )
-    main_section = models.ForeignKey(
+    legacy_main_section = models.ForeignKey(
-        "organizations.MainSection",
+        "organizations.LegacyMainSection",
         on_delete=models.SET_NULL,
         null=True,
         blank=True,
         related_name="feedbacks",
-        help_text="Main section within the location",
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
     )
-    subsection = models.ForeignKey(
+    legacy_subsection = models.ForeignKey(
-        "organizations.SubSection",
+        "organizations.LegacySubSection",
         on_delete=models.SET_NULL,
         null=True,
         blank=True,
         related_name="feedbacks",
-        help_text="Specific subsection",
+        help_text="[DEPRECATED] Use 'department' and 'section' fields instead. This field is read-only and will be removed in a future release.",
+    )
+    # New hierarchy (from 4th Version Excel)
+    section = models.ForeignKey(
+        "organizations.Section",
+        on_delete=models.SET_NULL,
+        null=True,
+        blank=True,
+        related_name="feedbacks_new",
+        help_text="Section within department",
     )
     department = models.ForeignKey(
         "organizations.Department", on_delete=models.SET_NULL, null=True, blank=True, related_name="feedbacks"
@@ -145,6 +165,9 @@ class Feedback(UUIDModel, TimeStampedModel, SoftDeleteModel):
     title = models.CharField(max_length=500)
     message = models.TextField(help_text="Feedback message")
 
+    # Reference number (unified format SGT-YYYYMM-HOSP-NNNN; internal-only, not publicly trackable)
+    reference_number = models.CharField(max_length=40, unique=True, blank=True, null=True, db_index=True)
+
     # Classification
     category = models.CharField(max_length=50, choices=FeedbackCategory.choices, db_index=True)
     subcategory = models.CharField(max_length=100, blank=True)
@@ -216,6 +239,8 @@ class Feedback(UUIDModel, TimeStampedModel, SoftDeleteModel):
     # Metadata
     metadata = models.JSONField(default=dict, blank=True)
 
+    notes = GenericRelation("core.Note")
+
     class Meta:
         ordering = ["-created_at"]
         indexes = [
@@ -233,6 +258,13 @@ class Feedback(UUIDModel, TimeStampedModel, SoftDeleteModel):
             return f"{self.title} - {self.patient.get_full_name()} ({self.feedback_type})"
         return f"{self.title} - Anonymous ({self.feedback_type})"
 
+    def save(self, *args, **kwargs):
+        if not self.reference_number:
+            from apps.core.reference import generate_reference
+
+            self.reference_number = generate_reference("SGT", self.hospital)
+        super().save(*args, **kwargs)
+
     def get_absolute_url(self):
         from django.urls import reverse
 

apps/feedback/tasks.py

@@ -1,6 +1,7 @@
 import logging
 
 from celery import shared_task
+from django.utils import timezone
 
 logger = logging.getLogger(__name__)
 

apps/feedback/views.py

@@ -11,6 +11,7 @@ from django.shortcuts import get_object_or_404, redirect, render
 from django.utils import timezone
 from django.views.decorators.csrf import csrf_exempt
 from django.views.decorators.http import require_http_methods
+from django.core.cache import cache
 
 from apps.accounts.models import User
 from apps.accounts.services import StaffActivityService
@@ -24,6 +25,7 @@ from .models import (
     FeedbackStatus,
     FeedbackType,
     FeedbackCategory,
+    VALID_FEEDBACK_TRANSITIONS,
 )
 from .forms import (
     FeedbackForm,
@@ -141,12 +143,13 @@ def feedback_list(request):
     if date_to:
         queryset = queryset.filter(created_at__lte=date_to)
 
-    # Ordering
+    ALLOWED_ORDER_BY = {"-created_at", "created_at", "-updated_at", "updated_at", "-title", "title", "-rating", "rating"}
     order_by = request.GET.get("order_by", "-created_at")
+    if order_by not in ALLOWED_ORDER_BY:
+        order_by = "-created_at"
     queryset = queryset.order_by(order_by)
 
-    # Pagination
+    page_size = min(int(request.GET.get("page_size", 25)), 100)
-    page_size = int(request.GET.get("page_size", 25))
     paginator = Paginator(queryset, page_size)
     page_number = request.GET.get("page", 1)
     page_obj = paginator.get_page(page_number)
@@ -238,6 +241,10 @@ def feedback_detail(request, pk):
         "assigned_to", "created_by"
     )
 
+    from django.contrib.contenttypes.models import ContentType
+    feedback_ct = ContentType.objects.get_for_model(Feedback)
+    generic_notes = feedback.notes.select_related("created_by").all()
+
     context = {
         "feedback": feedback,
         "timeline": timeline,
@@ -246,6 +253,10 @@ def feedback_detail(request, pk):
         "status_choices": FeedbackStatus.choices,
         "can_edit": user.is_px_admin() or user.is_hospital_admin(),
         "linked_rcas": linked_rcas,
+        "content_type_id": feedback_ct.pk,
+        "object_id": feedback.pk,
+        "notes": generic_notes,
+        "notes_count": generic_notes.count(),
     }
 
     return render(request, "feedback/feedback_detail.html", context)
@@ -254,7 +265,7 @@ def feedback_detail(request, pk):
 @login_required
 @require_http_methods(["GET", "POST"])
 def feedback_create(request):
-    from apps.organizations.models import Location, MainSection, SubSection, Hospital
+    from apps.organizations.models import LegacyLocation, LegacyMainSection, LegacySubSection, Hospital
     from apps.feedback.models import FeedbackType, FeedbackCategory, FeedbackStatus
 
     communication_request = None
@@ -275,9 +286,6 @@ def feedback_create(request):
         message = request.POST.get("message", "").strip()
         hospital_id = request.POST.get("hospital", "")
         title = request.POST.get("title", message[:100]).strip()
-        location_id = request.POST.get("location", "").strip()
-        main_section_id = request.POST.get("main_section", "").strip()
-        subsection_id = request.POST.get("subsection", "").strip()
 
         errors = []
         if not contact_name:
@@ -295,9 +303,6 @@ def feedback_create(request):
         else:
             try:
                 hospital = Hospital.objects.get(id=hospital_id)
-                location = Location.objects.filter(id=location_id).first() if location_id else None
-                main_section = MainSection.objects.filter(id=main_section_id).first() if main_section_id else None
-                subsection = SubSection.objects.filter(id=subsection_id).first() if subsection_id else None
 
                 feedback = Feedback(
                     hospital=hospital,
@@ -309,9 +314,6 @@ def feedback_create(request):
                     contact_phone=contact_phone,
                     is_anonymous=False,
                     status=FeedbackStatus.SUBMITTED,
-                    location=location,
-                    main_section=main_section,
-                    subsection=subsection,
                 )
                 feedback.save()
 
@@ -681,12 +683,6 @@ def export_action_plans(request):
 
     return export_action_plans(qs)
 
-    context = {
-        "feedback": feedback,
-    }
-
-    return render(request, "feedback/feedback_delete_confirm.html", context)
-
 
 @login_required
 @require_http_methods(["POST"])
@@ -757,10 +753,27 @@ def feedback_change_status(request, pk):
         messages.error(request, "Please select a status.")
         return redirect("feedback:feedback_detail", pk=pk)
 
+    valid_status_values = [s[0] for s in FeedbackStatus.choices]
+    if new_status not in valid_status_values:
+        messages.error(request, "Invalid status value.")
+        return redirect("feedback:feedback_detail", pk=pk)
+
     old_status = feedback.status
+
+    if old_status == new_status:
+        messages.info(request, "Suggestion is already in this status.")
+        return redirect("feedback:feedback_detail", pk=pk)
+
+    allowed = VALID_FEEDBACK_TRANSITIONS.get(old_status, [])
+    if new_status not in allowed:
+        messages.error(
+            request,
+            f"Cannot change status from {old_status} to {new_status}. Allowed transitions: {', '.join(allowed)}.",
+        )
+        return redirect("feedback:feedback_detail", pk=pk)
+
     feedback.status = new_status
 
-    # Handle status-specific logic
     if new_status == FeedbackStatus.REVIEWED:
         feedback.reviewed_at = timezone.now()
         feedback.reviewed_by = request.user
@@ -770,6 +783,9 @@ def feedback_change_status(request, pk):
     elif new_status == FeedbackStatus.CLOSED:
         feedback.closed_at = timezone.now()
         feedback.closed_by = request.user
+    elif new_status == FeedbackStatus.REOPENED:
+        feedback.closed_at = None
+        feedback.closed_by = None
 
     feedback.save()
 
@@ -805,6 +821,12 @@ def feedback_add_response(request, pk):
     """Add response to feedback"""
     feedback = get_object_or_404(Feedback, pk=pk, is_deleted=False)
 
+    user = request.user
+    if not (user.is_px_admin() or user.is_hospital_admin() or user.is_px_management()
+            or user.is_department_manager()):
+        messages.error(request, "You don't have permission to add responses to this suggestion.")
+        return redirect("feedback:feedback_detail", pk=pk)
+
     response_type = request.POST.get("response_type", "response")
     message = request.POST.get("message")
     is_internal = request.POST.get("is_internal") == "on"
@@ -875,6 +897,12 @@ def public_suggestion_submit(request):
     import logging
     logger = logging.getLogger(__name__)
 
+    client_ip = request.META.get('HTTP_X_FORWARDED_FOR', '').split(',')[0].strip() or request.META.get('REMOTE_ADDR', '')
+    cache_key = f"suggestion_rate:{client_ip}"
+    if cache.get(cache_key, 0) >= 5:
+        return JsonResponse({"success": False, "message": "Too many requests. Please try again later."}, status=429)
+    cache.set(cache_key, cache.get(cache_key, 0) + 1, 300)
+
     try:
         try:
             data = json.loads(request.body) if request.content_type == "application/json" else request.POST
@@ -902,11 +930,6 @@ def public_suggestion_submit(request):
         except Hospital.DoesNotExist:
             return JsonResponse({"success": False, "message": "Invalid hospital."}, status=400)
 
-        from apps.organizations.models import Location, MainSection, SubSection
-        location = Location.objects.filter(id=location_id).first() if location_id else None
-        main_section = MainSection.objects.filter(id=main_section_id).first() if main_section_id else None
-        subsection = SubSection.objects.filter(id=subsection_id).first() if subsection_id else None
-
         category_map = {
             "general": FeedbackCategory.OTHER,
             "clinical_care": FeedbackCategory.CLINICAL_CARE,
@@ -927,9 +950,6 @@ def public_suggestion_submit(request):
             category=category_map.get(category, FeedbackCategory.OTHER),
             contact_name=contact_name,
             contact_phone=contact_phone,
-            location=location,
-            main_section=main_section,
-            subsection=subsection,
             is_anonymous=False,
             status=FeedbackStatus.SUBMITTED,
             metadata={
@@ -968,6 +988,11 @@ def feedback_create_action(request, pk):
 
     feedback = get_object_or_404(Feedback, pk=pk, is_deleted=False)
 
+    user = request.user
+    if not (user.is_px_admin() or user.is_hospital_admin()):
+        messages.error(request, "You don't have permission to create actions from suggestions.")
+        return redirect("feedback:feedback_detail", pk=pk)
+
     action_title = request.POST.get("action_title", "").strip()
     action_description = request.POST.get("action_description", "").strip()
     action_category = request.POST.get("action_category", "other")

apps/integrations/admin.py

@@ -7,6 +7,7 @@ from django.utils.html import format_html, mark_safe
 
 from .models import (
     EventMapping,
+    ExternalAPIKey,
     HISEventType,
     HISTestPatient,
     HISTestVisit,
@@ -260,3 +261,71 @@ class HISTestVisitAdmin(admin.ModelAdmin):
 
     def has_add_permission(self, request):
         return False
+
+
+@admin.register(ExternalAPIKey)
+class ExternalAPIKeyAdmin(admin.ModelAdmin):
+    """Admin for External API Keys - shows the plaintext key ONLY on creation."""
+
+    list_display = ["name", "key_prefix", "hospital", "is_active", "allowed_entities_display", "last_used_at", "created_at"]
+    list_filter = ["is_active", "hospital"]
+    search_fields = ["name", "key_prefix", "description"]
+    ordering = ["-created_at"]
+    readonly_fields = ["key_hash", "key_prefix", "last_used_at", "created_at", "updated_at"]
+
+    fieldsets = (
+        (
+            "Identity",
+            {"fields": ("name", "description", "key_prefix", "key_hash")},
+        ),
+        (
+            "Scope",
+            {"fields": ("hospital", "allowed_entities", "rate_limit")},
+        ),
+        (
+            "Status",
+            {"fields": ("is_active", "expires_at", "last_used_at")},
+        ),
+        (
+            "Metadata",
+            {"fields": ("created_by", "created_at", "updated_at")},
+        ),
+    )
+
+    def allowed_entities_display(self, obj):
+        if not obj.allowed_entities:
+            return mark_safe('<span class="badge bg-success">All Entities</span>')
+        return ", ".join(obj.allowed_entities)
+
+    allowed_entities_display.short_description = "Allowed Entities"
+
+    def save_model(self, request, obj, form, change):
+        if not change:
+            # Creating a new key — generate it
+            obj.created_by = request.user
+            obj.save()
+
+            # Store the raw key to show in admin message
+            # We need to generate the key ourselves since save_model doesn't return it
+            import secrets
+            import hashlib
+            raw_key = secrets.token_hex(32)
+            obj.key_prefix = raw_key[:8]
+            obj.key_hash = hashlib.sha256(raw_key.encode()).hexdigest()
+            obj.save(update_fields=["key_prefix", "key_hash"])
+
+            self._generated_key = raw_key
+        else:
+            obj.save()
+
+    def response_add(self, request, obj, post_url_continue=None):
+        resp = super().response_add(request, obj, post_url_continue)
+        if hasattr(self, "_generated_key"):
+            from django.contrib import messages
+            messages.success(
+                request,
+                f'API Key created. Copy it now — it will NOT be shown again: {self._generated_key}',
+            )
+            # Clear it
+            del self._generated_key
+        return resp

apps/integrations/api_serializers.py

@@ -0,0 +1,529 @@
+"""
+External API serializers for public-facing create/retrieve operations.
+"""
+
+from rest_framework import serializers
+
+from apps.complaints.models import Complaint, Inquiry
+from apps.observations.models import Observation
+from apps.appreciation.models import Appreciation, AppreciationStatus, AppreciationVisibility
+from apps.feedback.models import Feedback, FeedbackType, FeedbackStatus, FeedbackCategory
+
+
+# ---------------------------------------------------------------------------
+# Complaint
+# ---------------------------------------------------------------------------
+
+class ExternalComplaintCreateSerializer(serializers.Serializer):
+    """Public-facing fields for creating a complaint via external API."""
+
+    # Contact
+    contact_name = serializers.CharField(max_length=200, required=True)
+    contact_phone = serializers.CharField(max_length=20, required=True)
+    contact_email = serializers.EmailField(required=False, allow_blank=True, default="")
+    relation_to_patient = serializers.ChoiceField(
+        choices=[("patient", "Patient"), ("relative", "Relative"), ("friend", "Friend"), ("other", "Other")],
+        required=False,
+        allow_blank=True,
+        default="",
+    )
+
+    # Patient
+    patient_name = serializers.CharField(max_length=200, required=False, allow_blank=True, default="")
+    national_id = serializers.CharField(max_length=50, required=False, allow_blank=True, default="")
+    incident_date = serializers.DateField(required=False, allow_null=True, default=None)
+
+    # Hospital context
+    hospital = serializers.CharField(max_length=200, required=True)
+
+    # Location hierarchy (all optional)
+    location_type = serializers.ChoiceField(
+        choices=[("OP", "Outpatient"), ("IP", "Inpatient"), ("ER", "Emergency"), ("GENERAL", "General")],
+        required=False,
+        allow_blank=True,
+        default="",
+    )
+    area = serializers.CharField(max_length=200, required=False, allow_blank=True, default="")
+    department = serializers.CharField(max_length=200, required=False, allow_blank=True, default="")
+    section = serializers.CharField(max_length=200, required=False, allow_blank=True, default="")
+
+    # Complaint content
+    title = serializers.CharField(max_length=500, required=True)
+    description = serializers.CharField(required=True)
+    expected_result = serializers.CharField(required=False, allow_blank=True, default="")
+
+    def validate_hospital(self, value):
+        from apps.organizations.models import Hospital
+        try:
+            return Hospital.objects.get(name__iexact=value.strip())
+        except Hospital.DoesNotExist:
+            raise serializers.ValidationError("Hospital not found.")
+
+    def validate(self, data):
+        hospital = data.get("hospital")
+        if hospital:
+            area_name = data.get("area")
+            if area_name:
+                from apps.organizations.models import Area
+                try:
+                    data["area"] = Area.objects.get(
+                        name_en__iexact=area_name.strip(), hospital=hospital, status="active"
+                    )
+                except Area.DoesNotExist:
+                    raise serializers.ValidationError({"area": f"Area '{area_name}' not found for this hospital."})
+
+            dept_name = data.get("department")
+            if dept_name:
+                from apps.organizations.models import Department
+                try:
+                    data["department"] = Department.objects.get(
+                        name__iexact=dept_name.strip(), hospital=hospital, status="active"
+                    )
+                except Department.DoesNotExist:
+                    raise serializers.ValidationError(
+                        {"department": f"Department '{dept_name}' not found for this hospital."}
+                    )
+
+            section_name = data.get("section")
+            if section_name:
+                department = data.get("department")
+                if not department:
+                    raise serializers.ValidationError({"section": "Department is required to look up section."})
+                from apps.organizations.models import Section
+                try:
+                    data["section"] = Section.objects.get(
+                        name_en__iexact=section_name.strip(), department=department, status="active"
+                    )
+                except Section.DoesNotExist:
+                    raise serializers.ValidationError(
+                        {"section": f"Section '{section_name}' not found for this department."}
+                    )
+
+        return data
+
+
+class ExternalComplaintRetrieveSerializer(serializers.ModelSerializer):
+    """Read-only serializer for retrieving a complaint."""
+
+    hospital_name = serializers.CharField(source="hospital.name", read_only=True)
+
+    class Meta:
+        model = Complaint
+        fields = [
+            "id",
+            "reference_number",
+            "title",
+            "description",
+            "status",
+            "severity",
+            "priority",
+            "contact_name",
+            "contact_phone",
+            "contact_email",
+            "relation_to_patient",
+            "patient_name",
+            "incident_date",
+            "expected_result",
+            "resolution",
+            "satisfaction",
+            "hospital_name",
+            "created_at",
+            "updated_at",
+        ]
+        read_only_fields = fields
+
+
+# ---------------------------------------------------------------------------
+# Inquiry
+# ---------------------------------------------------------------------------
+
+class ExternalInquiryCreateSerializer(serializers.Serializer):
+    """Public-facing fields for creating an inquiry via external API."""
+
+    # Contact
+    contact_name = serializers.CharField(max_length=200, required=True)
+    contact_phone = serializers.CharField(max_length=20, required=True)
+    contact_email = serializers.EmailField(required=False, allow_blank=True, default="")
+
+    # Hospital context
+    hospital = serializers.CharField(max_length=200, required=True)
+
+    # Location hierarchy (all optional)
+    location_type = serializers.ChoiceField(
+        choices=[("OP", "Outpatient"), ("IP", "Inpatient"), ("ER", "Emergency"), ("GENERAL", "General")],
+        required=False,
+        allow_blank=True,
+        default="",
+    )
+    area = serializers.CharField(max_length=200, required=False, allow_blank=True, default="")
+    department = serializers.CharField(max_length=200, required=False, allow_blank=True, default="")
+    section = serializers.CharField(max_length=200, required=False, allow_blank=True, default="")
+
+    # Inquiry content
+    subject = serializers.CharField(max_length=500, required=True)
+    message = serializers.CharField(required=True)
+    category = serializers.ChoiceField(
+        choices=[
+            ("appointment", "Appointment"),
+            ("billing", "Billing"),
+            ("medical_records", "Medical Records"),
+            ("general", "General Information"),
+            ("other", "Other"),
+        ],
+        required=False,
+        default="general",
+    )
+
+    def validate_hospital(self, value):
+        from apps.organizations.models import Hospital
+        try:
+            return Hospital.objects.get(name__iexact=value.strip())
+        except Hospital.DoesNotExist:
+            raise serializers.ValidationError("Hospital not found.")
+
+    def validate(self, data):
+        hospital = data.get("hospital")
+        if hospital:
+            area_name = data.get("area")
+            if area_name:
+                from apps.organizations.models import Area
+                try:
+                    data["area"] = Area.objects.get(
+                        name_en__iexact=area_name.strip(), hospital=hospital, status="active"
+                    )
+                except Area.DoesNotExist:
+                    raise serializers.ValidationError({"area": f"Area '{area_name}' not found for this hospital."})
+
+            dept_name = data.get("department")
+            if dept_name:
+                from apps.organizations.models import Department
+                try:
+                    data["department"] = Department.objects.get(
+                        name__iexact=dept_name.strip(), hospital=hospital, status="active"
+                    )
+                except Department.DoesNotExist:
+                    raise serializers.ValidationError(
+                        {"department": f"Department '{dept_name}' not found for this hospital."}
+                    )
+
+            section_name = data.get("section")
+            if section_name:
+                department = data.get("department")
+                if not department:
+                    raise serializers.ValidationError({"section": "Department is required to look up section."})
+                from apps.organizations.models import Section
+                try:
+                    data["section"] = Section.objects.get(
+                        name_en__iexact=section_name.strip(), department=department, status="active"
+                    )
+                except Section.DoesNotExist:
+                    raise serializers.ValidationError(
+                        {"section": f"Section '{section_name}' not found for this department."}
+                    )
+
+        return data
+
+
+class ExternalInquiryRetrieveSerializer(serializers.ModelSerializer):
+    """Read-only serializer for retrieving an inquiry."""
+
+    hospital_name = serializers.CharField(source="hospital.name", read_only=True)
+
+    class Meta:
+        model = Inquiry
+        fields = [
+            "id",
+            "reference_number",
+            "subject",
+            "message",
+            "category",
+            "status",
+            "contact_name",
+            "contact_phone",
+            "contact_email",
+            "hospital_name",
+            "created_at",
+            "updated_at",
+        ]
+        read_only_fields = fields
+
+
+# ---------------------------------------------------------------------------
+# Observation
+# ---------------------------------------------------------------------------
+
+class ExternalObservationCreateSerializer(serializers.Serializer):
+    """Public-facing fields for creating an observation via external API."""
+
+    # Hospital context
+    hospital = serializers.CharField(max_length=200, required=True)
+
+    # Classification
+    category = serializers.UUIDField(required=False, allow_null=True, default=None)
+
+    # Content
+    title = serializers.CharField(max_length=300, required=False, allow_blank=True, default="")
+    description = serializers.CharField(required=True)
+    severity = serializers.ChoiceField(
+        choices=[("low", "Low"), ("medium", "Medium"), ("high", "High"), ("critical", "Critical")],
+        required=False,
+        default="medium",
+    )
+
+    # Location and timing
+    location_text = serializers.CharField(max_length=500, required=False, allow_blank=True, default="")
+    incident_datetime = serializers.DateTimeField(required=False, allow_null=True, default=None)
+
+    # Reporter info (all optional - anonymous supported)
+    contact_name = serializers.CharField(max_length=200, required=False, allow_blank=True, default="")
+    contact_phone = serializers.CharField(max_length=20, required=False, allow_blank=True, default="")
+    contact_email = serializers.EmailField(required=False, allow_blank=True, default="")
+    reporter_staff_id = serializers.CharField(max_length=50, required=False, allow_blank=True, default="")
+
+    # Patient info
+    patient_file_number = serializers.CharField(max_length=100, required=False, allow_blank=True, default="")
+
+    def validate_hospital(self, value):
+        from apps.organizations.models import Hospital
+        try:
+            return Hospital.objects.get(name__iexact=value.strip())
+        except Hospital.DoesNotExist:
+            raise serializers.ValidationError("Hospital not found.")
+
+    def validate_category(self, value):
+        if value is None:
+            return None
+        from apps.observations.models import ObservationCategory
+        try:
+            return ObservationCategory.objects.get(id=value)
+        except ObservationCategory.DoesNotExist:
+            raise serializers.ValidationError("Observation category not found.")
+
+
+class ExternalObservationRetrieveSerializer(serializers.ModelSerializer):
+    """Read-only serializer for retrieving an observation."""
+
+    reference_number = serializers.CharField(source="tracking_code", read_only=True)
+    hospital_name = serializers.CharField(source="hospital.name", read_only=True, default=None)
+    category_name = serializers.CharField(source="category.name", read_only=True, default=None)
+    contact_name = serializers.CharField(source="reporter_name", read_only=True)
+    contact_phone = serializers.CharField(source="reporter_phone", read_only=True)
+    contact_email = serializers.CharField(source="reporter_email", read_only=True)
+
+    class Meta:
+        model = Observation
+        fields = [
+            "id",
+            "reference_number",
+            "title",
+            "description",
+            "severity",
+            "status",
+            "location_text",
+            "incident_datetime",
+            "contact_name",
+            "contact_phone",
+            "contact_email",
+            "reporter_staff_id",
+            "patient_file_number",
+            "hospital_name",
+            "category_name",
+            "created_at",
+            "updated_at",
+        ]
+        read_only_fields = fields
+
+
+# ---------------------------------------------------------------------------
+# Appreciation
+# ---------------------------------------------------------------------------
+
+class ExternalAppreciationCreateSerializer(serializers.Serializer):
+    """Public-facing fields for creating an appreciation via external API."""
+
+    # Contact
+    contact_name = serializers.CharField(max_length=200, required=True)
+    contact_phone = serializers.CharField(max_length=20, required=True)
+
+    # Content
+    message = serializers.CharField(required=True)
+
+    # Hospital context
+    hospital = serializers.CharField(max_length=200, required=True)
+
+    def validate_hospital(self, value):
+        from apps.organizations.models import Hospital
+        try:
+            return Hospital.objects.get(name__iexact=value.strip())
+        except Hospital.DoesNotExist:
+            raise serializers.ValidationError("Hospital not found.")
+
+
+class ExternalAppreciationRetrieveSerializer(serializers.ModelSerializer):
+    """Read-only serializer for retrieving an appreciation."""
+
+    hospital_name = serializers.CharField(source="hospital.name", read_only=True)
+    reference_number = serializers.SerializerMethodField()
+
+    class Meta:
+        model = Appreciation
+        fields = [
+            "id",
+            "reference_number",
+            "message_en",
+            "status",
+            "hospital_name",
+            "is_anonymous",
+            "created_at",
+            "updated_at",
+        ]
+        read_only_fields = fields
+
+    def get_reference_number(self, obj):
+        if obj.metadata and "reference_number" in obj.metadata:
+            return obj.metadata["reference_number"]
+        return None
+
+
+# ---------------------------------------------------------------------------
+# Suggestion (Feedback)
+# ---------------------------------------------------------------------------
+
+class ExternalSuggestionCreateSerializer(serializers.Serializer):
+    """Public-facing fields for creating a suggestion via external API."""
+
+    # Contact
+    contact_name = serializers.CharField(max_length=200, required=True)
+    contact_phone = serializers.CharField(max_length=20, required=True)
+
+    # Content
+    title = serializers.CharField(max_length=500, required=False, allow_blank=True, default="")
+    message = serializers.CharField(required=True)
+    category = serializers.ChoiceField(
+        choices=[
+            ("clinical_care", "Clinical Care"),
+            ("staff_service", "Staff Service"),
+            ("facility", "Facility"),
+            ("communication", "Communication"),
+            ("appointment", "Appointment"),
+            ("billing", "Billing"),
+            ("food_service", "Food Service"),
+            ("cleanliness", "Cleanliness"),
+            ("technology", "Technology"),
+            ("general", "General"),
+            ("other", "Other"),
+        ],
+        required=False,
+        default="general",
+    )
+    rating = serializers.IntegerField(min_value=1, max_value=5, required=False, allow_null=True, default=None)
+
+    # Hospital context
+    hospital = serializers.CharField(max_length=200, required=True)
+
+    def validate_hospital(self, value):
+        from apps.organizations.models import Hospital
+        try:
+            return Hospital.objects.get(name__iexact=value.strip())
+        except Hospital.DoesNotExist:
+            raise serializers.ValidationError("Hospital not found.")
+
+
+class ExternalSuggestionRetrieveSerializer(serializers.ModelSerializer):
+    """Read-only serializer for retrieving a suggestion."""
+
+    hospital_name = serializers.CharField(source="hospital.name", read_only=True)
+    reference_number = serializers.SerializerMethodField()
+
+    class Meta:
+        model = Feedback
+        fields = [
+            "id",
+            "reference_number",
+            "title",
+            "message",
+            "category",
+            "rating",
+            "status",
+            "feedback_type",
+            "sentiment",
+            "contact_name",
+            "contact_phone",
+            "hospital_name",
+            "created_at",
+            "updated_at",
+        ]
+        read_only_fields = fields
+
+    def get_reference_number(self, obj):
+        if obj.metadata and "reference_number" in obj.metadata:
+            return obj.metadata["reference_number"]
+        return None
+
+
+class ExternalComplaintSatisfactionSerializer(serializers.Serializer):
+    satisfaction = serializers.ChoiceField(
+        choices=[
+            ("satisfied", "Satisfied"),
+            ("neutral", "Neutral"),
+            ("dissatisfied", "Dissatisfied"),
+            ("no_response", "No Response"),
+        ],
+        required=True,
+    )
+
+
+# ---------------------------------------------------------------------------
+# Doctor Rating
+# ---------------------------------------------------------------------------
+
+class ExternalDoctorRatingCreateSerializer(serializers.Serializer):
+
+    hospital_id = serializers.IntegerField(required=True)
+    doctor_id = serializers.CharField(max_length=50, required=True)
+    doctor_name = serializers.CharField(max_length=300, required=False, allow_blank=True, default="")
+    rating = serializers.IntegerField(min_value=1, max_value=5, required=True)
+    feedback = serializers.CharField(required=False, allow_blank=True, default="")
+    rating_date = serializers.DateField(required=False, allow_null=True, default=None)
+    patient_uhid = serializers.CharField(max_length=100, required=False, allow_blank=True, default="")
+    patient_name = serializers.CharField(max_length=300, required=False, allow_blank=True, default="")
+    patient_type = serializers.ChoiceField(
+        choices=["IP", "OP", "ER", "DC"],
+        required=False,
+        allow_blank=True,
+        default="",
+    )
+    department_name = serializers.CharField(max_length=200, required=False, allow_blank=True, default="")
+    admit_date = serializers.DateField(required=False, allow_null=True, default=None)
+    discharge_date = serializers.DateField(required=False, allow_null=True, default=None)
+
+    def validate_hospital_id(self, value):
+        from apps.organizations.models import Hospital
+
+        try:
+            return Hospital.objects.get(id=value)
+        except Hospital.DoesNotExist:
+            raise serializers.ValidationError("Hospital not found.")
+
+    def validate_doctor_id(self, value):
+        return value.strip()
+
+    def validate(self, data):
+        from apps.organizations.models import Staff
+
+        hospital = data.get("hospital_id")
+        doctor_id = data.get("doctor_id", "").strip()
+
+        if hospital and doctor_id:
+            staff = Staff.objects.filter(
+                hospital=hospital, employee_id=doctor_id
+            ).first()
+            if not staff:
+                raise serializers.ValidationError(
+                    {
+                        "doctor_id": f"Doctor with employee ID '{doctor_id}' not found at this hospital."
+                    }
+                )
+            data["_staff"] = staff
+
+        return data