580 lines
19 KiB
Python
580 lines
19 KiB
Python
"""
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Call Center Console UI views
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"""
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from django.contrib import messages
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from django.contrib.auth.decorators import login_required
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from django.core.paginator import Paginator
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from django.db.models import Q, Avg
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from django.http import JsonResponse
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from django.shortcuts import get_object_or_404, redirect, render
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from django.utils import timezone
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from django.views.decorators.http import require_http_methods
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from apps.complaints.models import Complaint, ComplaintSource, Inquiry
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from apps.core.services import AuditService
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from apps.organizations.models import Department, Hospital, Patient, Physician
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from .models import CallCenterInteraction
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@login_required
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def interaction_list(request):
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"""Call center interactions list view"""
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queryset = CallCenterInteraction.objects.select_related(
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'patient', 'hospital', 'department', 'agent'
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)
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# Apply RBAC filters
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user = request.user
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if user.is_px_admin():
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pass
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elif user.hospital:
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queryset = queryset.filter(hospital=user.hospital)
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else:
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queryset = queryset.none()
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# Apply filters
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call_type_filter = request.GET.get('call_type')
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if call_type_filter:
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queryset = queryset.filter(call_type=call_type_filter)
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hospital_filter = request.GET.get('hospital')
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if hospital_filter:
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queryset = queryset.filter(hospital_id=hospital_filter)
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is_low_rating = request.GET.get('is_low_rating')
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if is_low_rating == 'true':
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queryset = queryset.filter(is_low_rating=True)
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# Search
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search_query = request.GET.get('search')
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if search_query:
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queryset = queryset.filter(
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Q(subject__icontains=search_query) |
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Q(caller_name__icontains=search_query) |
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Q(patient__mrn__icontains=search_query)
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)
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# Date range
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date_from = request.GET.get('date_from')
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if date_from:
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queryset = queryset.filter(call_started_at__gte=date_from)
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date_to = request.GET.get('date_to')
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if date_to:
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queryset = queryset.filter(call_started_at__lte=date_to)
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# Ordering
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queryset = queryset.order_by('-call_started_at')
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# Pagination
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page_size = int(request.GET.get('page_size', 25))
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paginator = Paginator(queryset, page_size)
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page_number = request.GET.get('page', 1)
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page_obj = paginator.get_page(page_number)
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# Get filter options
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hospitals = Hospital.objects.filter(status='active')
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if not user.is_px_admin() and user.hospital:
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hospitals = hospitals.filter(id=user.hospital.id)
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# Statistics
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stats = {
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'total': queryset.count(),
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'low_rating': queryset.filter(is_low_rating=True).count(),
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'avg_satisfaction': queryset.filter(satisfaction_rating__isnull=False).aggregate(
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avg=Avg('satisfaction_rating')
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)['avg'] or 0,
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}
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context = {
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'page_obj': page_obj,
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'interactions': page_obj.object_list,
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'stats': stats,
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'hospitals': hospitals,
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'filters': request.GET,
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}
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return render(request, 'callcenter/interaction_list.html', context)
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@login_required
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def interaction_detail(request, pk):
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"""Call center interaction detail view"""
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interaction = get_object_or_404(
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CallCenterInteraction.objects.select_related(
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'patient', 'hospital', 'department', 'agent'
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),
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pk=pk
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)
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context = {
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'interaction': interaction,
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}
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return render(request, 'callcenter/interaction_detail.html', context)
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# ============================================================================
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# COMPLAINT CREATION FOR CALL CENTER
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# ============================================================================
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@login_required
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@require_http_methods(["GET", "POST"])
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def create_complaint(request):
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"""
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Create complaint from call center interaction.
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Call center staff can create complaints on behalf of patients/callers.
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"""
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if request.method == 'POST':
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try:
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# Get form data
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patient_id = request.POST.get('patient_id', None)
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hospital_id = request.POST.get('hospital_id')
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department_id = request.POST.get('department_id', None)
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physician_id = request.POST.get('physician_id', None)
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title = request.POST.get('title')
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description = request.POST.get('description')
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category = request.POST.get('category')
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subcategory = request.POST.get('subcategory', '')
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priority = request.POST.get('priority')
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severity = request.POST.get('severity')
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encounter_id = request.POST.get('encounter_id', '')
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# Call center specific fields
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caller_name = request.POST.get('caller_name', '')
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caller_phone = request.POST.get('caller_phone', '')
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caller_relationship = request.POST.get('caller_relationship', 'patient')
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# Validate required fields
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if not all([hospital_id, title, description, category, priority, severity]):
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messages.error(request, "Please fill in all required fields.")
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return redirect('callcenter:create_complaint')
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# If no patient selected, we need caller info
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if not patient_id and not caller_name:
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messages.error(request, "Please provide either patient or caller information.")
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return redirect('callcenter:create_complaint')
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# Create complaint
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complaint = Complaint.objects.create(
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patient_id=patient_id if patient_id else None,
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hospital_id=hospital_id,
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department_id=department_id if department_id else None,
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physician_id=physician_id if physician_id else None,
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title=title,
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description=description,
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category=category,
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subcategory=subcategory,
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priority=priority,
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severity=severity,
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source=ComplaintSource.CALL_CENTER,
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encounter_id=encounter_id,
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)
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# Create call center interaction record
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CallCenterInteraction.objects.create(
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patient_id=patient_id if patient_id else None,
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caller_name=caller_name,
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caller_phone=caller_phone,
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caller_relationship=caller_relationship,
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hospital_id=hospital_id,
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department_id=department_id if department_id else None,
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agent=request.user,
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call_type='complaint',
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subject=title,
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notes=description,
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metadata={
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'complaint_id': str(complaint.id),
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'category': category,
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'severity': severity,
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}
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)
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# Log audit
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AuditService.log_event(
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event_type='complaint_created',
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description=f"Complaint created via call center: {complaint.title}",
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user=request.user,
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content_object=complaint,
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metadata={
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'category': complaint.category,
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'severity': complaint.severity,
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'source': 'call_center',
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'caller_name': caller_name,
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}
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)
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messages.success(request, f"Complaint #{complaint.id} created successfully.")
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return redirect('callcenter:complaint_success', pk=complaint.id)
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except Exception as e:
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messages.error(request, f"Error creating complaint: {str(e)}")
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return redirect('callcenter:create_complaint')
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# GET request - show form
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hospitals = Hospital.objects.filter(status='active')
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if not request.user.is_px_admin() and request.user.hospital:
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hospitals = hospitals.filter(id=request.user.hospital.id)
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context = {
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'hospitals': hospitals,
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}
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return render(request, 'callcenter/complaint_form.html', context)
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@login_required
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def complaint_success(request, pk):
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"""Success page after creating complaint"""
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complaint = get_object_or_404(Complaint, pk=pk)
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context = {
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'complaint': complaint,
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}
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return render(request, 'callcenter/complaint_success.html', context)
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@login_required
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def complaint_list(request):
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"""List complaints created by call center"""
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queryset = Complaint.objects.filter(
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source=ComplaintSource.CALL_CENTER
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).select_related(
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'patient', 'hospital', 'department', 'physician', 'assigned_to'
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)
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# Apply RBAC filters
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user = request.user
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if user.is_px_admin():
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pass
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elif user.hospital:
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queryset = queryset.filter(hospital=user.hospital)
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else:
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queryset = queryset.none()
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# Apply filters
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status_filter = request.GET.get('status')
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if status_filter:
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queryset = queryset.filter(status=status_filter)
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severity_filter = request.GET.get('severity')
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if severity_filter:
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queryset = queryset.filter(severity=severity_filter)
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hospital_filter = request.GET.get('hospital')
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if hospital_filter:
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queryset = queryset.filter(hospital_id=hospital_filter)
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# Search
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search_query = request.GET.get('search')
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if search_query:
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queryset = queryset.filter(
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Q(title__icontains=search_query) |
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Q(description__icontains=search_query) |
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Q(patient__mrn__icontains=search_query)
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)
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# Ordering
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queryset = queryset.order_by('-created_at')
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# Pagination
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page_size = int(request.GET.get('page_size', 25))
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paginator = Paginator(queryset, page_size)
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page_number = request.GET.get('page', 1)
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page_obj = paginator.get_page(page_number)
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# Get filter options
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hospitals = Hospital.objects.filter(status='active')
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if not user.is_px_admin() and user.hospital:
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hospitals = hospitals.filter(id=user.hospital.id)
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# Statistics
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stats = {
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'total': queryset.count(),
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'open': queryset.filter(status='open').count(),
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'in_progress': queryset.filter(status='in_progress').count(),
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'resolved': queryset.filter(status='resolved').count(),
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}
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context = {
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'page_obj': page_obj,
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'complaints': page_obj.object_list,
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'stats': stats,
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'hospitals': hospitals,
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'filters': request.GET,
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}
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return render(request, 'callcenter/complaint_list.html', context)
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# ============================================================================
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# INQUIRY CREATION FOR CALL CENTER
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# ============================================================================
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@login_required
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@require_http_methods(["GET", "POST"])
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def create_inquiry(request):
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"""
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Create inquiry from call center interaction.
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Call center staff can create inquiries for general questions/requests.
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"""
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if request.method == 'POST':
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try:
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# Get form data
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patient_id = request.POST.get('patient_id', None)
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hospital_id = request.POST.get('hospital_id')
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department_id = request.POST.get('department_id', None)
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subject = request.POST.get('subject')
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message = request.POST.get('message')
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category = request.POST.get('category')
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# Contact info (if no patient)
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contact_name = request.POST.get('contact_name', '')
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contact_phone = request.POST.get('contact_phone', '')
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contact_email = request.POST.get('contact_email', '')
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# Call center specific
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caller_relationship = request.POST.get('caller_relationship', 'patient')
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# Validate required fields
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if not all([hospital_id, subject, message, category]):
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messages.error(request, "Please fill in all required fields.")
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return redirect('callcenter:create_inquiry')
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# If no patient, need contact info
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if not patient_id and not contact_name:
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messages.error(request, "Please provide either patient or contact information.")
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return redirect('callcenter:create_inquiry')
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# Create inquiry
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inquiry = Inquiry.objects.create(
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patient_id=patient_id if patient_id else None,
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hospital_id=hospital_id,
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department_id=department_id if department_id else None,
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subject=subject,
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message=message,
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category=category,
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contact_name=contact_name,
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contact_phone=contact_phone,
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contact_email=contact_email,
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)
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# Create call center interaction record
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CallCenterInteraction.objects.create(
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patient_id=patient_id if patient_id else None,
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caller_name=contact_name,
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caller_phone=contact_phone,
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caller_relationship=caller_relationship,
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hospital_id=hospital_id,
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department_id=department_id if department_id else None,
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agent=request.user,
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call_type='inquiry',
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subject=subject,
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notes=message,
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metadata={
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'inquiry_id': str(inquiry.id),
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'category': category,
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}
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)
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# Log audit
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AuditService.log_event(
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event_type='inquiry_created',
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description=f"Inquiry created via call center: {inquiry.subject}",
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user=request.user,
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content_object=inquiry,
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metadata={
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'category': inquiry.category,
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'source': 'call_center',
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'contact_name': contact_name,
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}
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)
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messages.success(request, f"Inquiry #{inquiry.id} created successfully.")
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return redirect('callcenter:inquiry_success', pk=inquiry.id)
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except Exception as e:
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messages.error(request, f"Error creating inquiry: {str(e)}")
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return redirect('callcenter:create_inquiry')
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# GET request - show form
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hospitals = Hospital.objects.filter(status='active')
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if not request.user.is_px_admin() and request.user.hospital:
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hospitals = hospitals.filter(id=request.user.hospital.id)
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context = {
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'hospitals': hospitals,
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}
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return render(request, 'callcenter/inquiry_form.html', context)
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@login_required
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def inquiry_success(request, pk):
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"""Success page after creating inquiry"""
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inquiry = get_object_or_404(Inquiry, pk=pk)
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context = {
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'inquiry': inquiry,
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}
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return render(request, 'callcenter/inquiry_success.html', context)
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@login_required
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def inquiry_list(request):
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"""List inquiries created by call center"""
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queryset = Inquiry.objects.select_related(
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'patient', 'hospital', 'department', 'assigned_to', 'responded_by'
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)
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# Apply RBAC filters
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user = request.user
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if user.is_px_admin():
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pass
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elif user.hospital:
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queryset = queryset.filter(hospital=user.hospital)
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else:
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queryset = queryset.none()
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# Apply filters
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status_filter = request.GET.get('status')
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if status_filter:
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queryset = queryset.filter(status=status_filter)
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category_filter = request.GET.get('category')
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if category_filter:
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queryset = queryset.filter(category=category_filter)
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hospital_filter = request.GET.get('hospital')
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if hospital_filter:
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queryset = queryset.filter(hospital_id=hospital_filter)
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# Search
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search_query = request.GET.get('search')
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if search_query:
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queryset = queryset.filter(
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Q(subject__icontains=search_query) |
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Q(message__icontains=search_query) |
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Q(contact_name__icontains=search_query)
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)
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# Ordering
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queryset = queryset.order_by('-created_at')
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# Pagination
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page_size = int(request.GET.get('page_size', 25))
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paginator = Paginator(queryset, page_size)
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page_number = request.GET.get('page', 1)
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page_obj = paginator.get_page(page_number)
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# Get filter options
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hospitals = Hospital.objects.filter(status='active')
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if not user.is_px_admin() and user.hospital:
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hospitals = hospitals.filter(id=user.hospital.id)
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# Statistics
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stats = {
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'total': queryset.count(),
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'open': queryset.filter(status='open').count(),
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'in_progress': queryset.filter(status='in_progress').count(),
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'resolved': queryset.filter(status='resolved').count(),
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}
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context = {
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'page_obj': page_obj,
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'inquiries': page_obj.object_list,
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'stats': stats,
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'hospitals': hospitals,
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'filters': request.GET,
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}
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return render(request, 'callcenter/inquiry_list.html', context)
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# ============================================================================
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# AJAX/API HELPERS
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# ============================================================================
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@login_required
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def get_departments_by_hospital(request):
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"""Get departments for a hospital (AJAX)"""
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hospital_id = request.GET.get('hospital_id')
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if not hospital_id:
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return JsonResponse({'departments': []})
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departments = Department.objects.filter(
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hospital_id=hospital_id,
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status='active'
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).values('id', 'name_en', 'name_ar')
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return JsonResponse({'departments': list(departments)})
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@login_required
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def get_physicians_by_hospital(request):
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"""Get physicians for a hospital (AJAX)"""
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hospital_id = request.GET.get('hospital_id')
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if not hospital_id:
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return JsonResponse({'physicians': []})
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physicians = Physician.objects.filter(
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hospital_id=hospital_id,
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status='active'
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).values('id', 'first_name', 'last_name', 'specialty')
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# Format physician names
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physicians_list = [
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{
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'id': str(p['id']),
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'name': f"Dr. {p['first_name']} {p['last_name']}",
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'specialty': p['specialty']
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}
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for p in physicians
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]
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return JsonResponse({'physicians': physicians_list})
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@login_required
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def search_patients(request):
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"""Search patients by MRN or name (AJAX)"""
|
|
query = request.GET.get('q', '')
|
|
hospital_id = request.GET.get('hospital_id', None)
|
|
|
|
if len(query) < 2:
|
|
return JsonResponse({'patients': []})
|
|
|
|
patients = Patient.objects.filter(
|
|
Q(mrn__icontains=query) |
|
|
Q(first_name__icontains=query) |
|
|
Q(last_name__icontains=query) |
|
|
Q(national_id__icontains=query) |
|
|
Q(phone__icontains=query)
|
|
)
|
|
|
|
if hospital_id:
|
|
patients = patients.filter(hospital_id=hospital_id)
|
|
|
|
patients = patients[:20]
|
|
|
|
results = [
|
|
{
|
|
'id': str(p.id),
|
|
'mrn': p.mrn,
|
|
'name': p.get_full_name(),
|
|
'phone': p.phone,
|
|
'email': p.email,
|
|
'national_id': p.national_id,
|
|
}
|
|
for p in patients
|
|
]
|
|
|
|
return JsonResponse({'patients': results})
|