53 lines
2.2 KiB
Plaintext
53 lines
2.2 KiB
Plaintext
URGENT - Second SLA Reminder - Complaint #{{ complaint.id|slice:":8" }}
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Dear {{ recipient.get_full_name }},
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{% if is_unassigned %}
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CRITICAL ALERT: This is an URGENT reminder about an UNASSIGNED complaint that requires IMMEDIATE attention.
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This complaint has NOT been assigned to anyone and is about to breach its SLA deadline. As a Hospital Administrator or PX Coordinator, you must take immediate action.
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This is the FINAL reminder before automatic escalation.
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URGENT ACTION REQUIRED:
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1. ASSIGN this complaint to an appropriate staff member IMMEDIATELY
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2. ENSURE the assigned person is aware of the critical deadline
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3. MONITOR progress continuously until resolved
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Failure to assign and address this complaint may result in automatic escalation to higher management.
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{% else %}
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This is the second and final reminder that you have an assigned complaint approaching its SLA deadline.
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{% endif %}
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COMPLAINT DETAILS:
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- ID: #{{ complaint.id|slice:":8" }}
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- Title: {{ complaint.title }}
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- Severity: {{ complaint.get_severity_display }}
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- Priority: {{ complaint.get_priority_display }}
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- Category: {% if complaint.category %}{{ complaint.category.name_en }}{% else %}N/A{% endif %}
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- Department: {% if complaint.department %}{{ complaint.department.name_en }}{% else %}N/A{% endif %}
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- Patient: {% if complaint.patient %}{{ complaint.patient.get_full_name }} (MRN: {{ complaint.patient.mrn }}){% else %}N/A{% endif %}
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SLA INFORMATION:
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- Due Date: {{ due_date|date:"F d, Y H:i" }}
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- Time Remaining: {{ hours_remaining }} hours
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- Current Status: {{ complaint.get_status_display }}
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{% if not is_unassigned %}
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URGENT ACTION REQUIRED:
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This complaint is {{ hours_remaining }} hours from breaching its SLA deadline.
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Please review and take immediate action to avoid escalation and SLA breach consequences.
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If this complaint cannot be resolved within the remaining time, please:
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1. Update the complaint status to reflect current progress
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2. Add a timeline update explaining the delay
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3. Contact your department manager if additional resources are needed
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{% endif %}
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You can view the complaint at: {{ site_url }}/complaints/{{ complaint.id }}/
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This is an automated message. Please do not reply directly to this email.
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---
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PX360 Patient Experience Management System
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