362 lines
11 KiB
Python
362 lines
11 KiB
Python
"""
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Feedback models - Patient feedback and suggestions management
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This module implements the feedback management system that:
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- Tracks patient feedback (compliments, suggestions, general feedback)
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- Manages feedback workflow (submitted → reviewed → acknowledged → closed)
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- Maintains feedback responses and timeline
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- Supports attachments and ratings
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"""
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from django.conf import settings
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from django.db import models
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from django.utils import timezone
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from apps.core.models import PriorityChoices, TimeStampedModel, UUIDModel
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class FeedbackType(models.TextChoices):
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"""Feedback type choices"""
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COMPLIMENT = 'compliment', 'Compliment'
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SUGGESTION = 'suggestion', 'Suggestion'
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GENERAL = 'general', 'General Feedback'
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INQUIRY = 'inquiry', 'Inquiry'
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SATISFACTION_CHECK = 'satisfaction_check', 'Satisfaction Check'
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class FeedbackStatus(models.TextChoices):
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"""Feedback status choices"""
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SUBMITTED = 'submitted', 'Submitted'
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REVIEWED = 'reviewed', 'Reviewed'
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ACKNOWLEDGED = 'acknowledged', 'Acknowledged'
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CLOSED = 'closed', 'Closed'
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class FeedbackCategory(models.TextChoices):
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"""Feedback category choices"""
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CLINICAL_CARE = 'clinical_care', 'Clinical Care'
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STAFF_SERVICE = 'staff_service', 'Staff Service'
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FACILITY = 'facility', 'Facility & Environment'
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COMMUNICATION = 'communication', 'Communication'
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APPOINTMENT = 'appointment', 'Appointment & Scheduling'
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BILLING = 'billing', 'Billing & Insurance'
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FOOD_SERVICE = 'food_service', 'Food Service'
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CLEANLINESS = 'cleanliness', 'Cleanliness'
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TECHNOLOGY = 'technology', 'Technology & Systems'
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OTHER = 'other', 'Other'
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class SentimentChoices(models.TextChoices):
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"""Sentiment analysis choices"""
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POSITIVE = 'positive', 'Positive'
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NEUTRAL = 'neutral', 'Neutral'
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NEGATIVE = 'negative', 'Negative'
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class Feedback(UUIDModel, TimeStampedModel):
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"""
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Feedback model for patient feedback, compliments, and suggestions.
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Workflow:
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1. SUBMITTED - Feedback received
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2. REVIEWED - Being reviewed by staff
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3. ACKNOWLEDGED - Response provided
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4. CLOSED - Feedback closed
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"""
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# Patient and encounter information
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patient = models.ForeignKey(
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'organizations.Patient',
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on_delete=models.CASCADE,
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related_name='feedbacks',
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null=True,
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blank=True,
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help_text="Patient who provided feedback (optional for anonymous feedback)"
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)
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# Anonymous feedback support
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is_anonymous = models.BooleanField(default=False)
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contact_name = models.CharField(max_length=200, blank=True)
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contact_email = models.EmailField(blank=True)
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contact_phone = models.CharField(max_length=20, blank=True)
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encounter_id = models.CharField(
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max_length=100,
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blank=True,
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db_index=True,
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help_text="Related encounter ID if applicable"
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)
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# Survey linkage (for satisfaction checks after negative surveys)
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related_survey = models.ForeignKey(
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'surveys.SurveyInstance',
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on_delete=models.SET_NULL,
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null=True,
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blank=True,
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related_name='follow_up_feedbacks',
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help_text="Survey that triggered this satisfaction check feedback"
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)
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# Organization
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hospital = models.ForeignKey(
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'organizations.Hospital',
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on_delete=models.CASCADE,
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related_name='feedbacks'
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)
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department = models.ForeignKey(
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'organizations.Department',
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on_delete=models.SET_NULL,
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null=True,
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blank=True,
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related_name='feedbacks'
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)
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physician = models.ForeignKey(
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'organizations.Physician',
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on_delete=models.SET_NULL,
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null=True,
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blank=True,
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related_name='feedbacks',
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help_text="Physician being mentioned in feedback"
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)
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# Feedback details
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feedback_type = models.CharField(
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max_length=20,
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choices=FeedbackType.choices,
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default=FeedbackType.GENERAL,
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db_index=True
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)
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title = models.CharField(max_length=500)
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message = models.TextField(help_text="Feedback message")
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# Classification
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category = models.CharField(
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max_length=50,
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choices=FeedbackCategory.choices,
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db_index=True
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)
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subcategory = models.CharField(max_length=100, blank=True)
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# Rating (1-5 stars)
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rating = models.IntegerField(
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null=True,
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blank=True,
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help_text="Rating from 1 to 5 stars"
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)
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# Priority
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priority = models.CharField(
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max_length=20,
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choices=PriorityChoices.choices,
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default=PriorityChoices.MEDIUM,
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db_index=True
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)
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# Sentiment analysis
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sentiment = models.CharField(
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max_length=20,
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choices=SentimentChoices.choices,
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default=SentimentChoices.NEUTRAL,
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db_index=True,
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help_text="Sentiment analysis result"
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)
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sentiment_score = models.FloatField(
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null=True,
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blank=True,
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help_text="Sentiment score from -1 (negative) to 1 (positive)"
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)
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# Status and workflow
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status = models.CharField(
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max_length=20,
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choices=FeedbackStatus.choices,
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default=FeedbackStatus.SUBMITTED,
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db_index=True
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)
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# Assignment
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assigned_to = models.ForeignKey(
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'accounts.User',
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on_delete=models.SET_NULL,
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null=True,
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blank=True,
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related_name='assigned_feedbacks'
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)
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assigned_at = models.DateTimeField(null=True, blank=True)
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# Review tracking
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reviewed_at = models.DateTimeField(null=True, blank=True)
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reviewed_by = models.ForeignKey(
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'accounts.User',
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on_delete=models.SET_NULL,
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null=True,
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blank=True,
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related_name='reviewed_feedbacks'
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)
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# Acknowledgment
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acknowledged_at = models.DateTimeField(null=True, blank=True)
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acknowledged_by = models.ForeignKey(
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'accounts.User',
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on_delete=models.SET_NULL,
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null=True,
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blank=True,
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related_name='acknowledged_feedbacks'
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)
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# Closure
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closed_at = models.DateTimeField(null=True, blank=True)
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closed_by = models.ForeignKey(
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'accounts.User',
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on_delete=models.SET_NULL,
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null=True,
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blank=True,
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related_name='closed_feedbacks'
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)
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# Flags
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is_featured = models.BooleanField(
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default=False,
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help_text="Feature this feedback (e.g., for testimonials)"
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)
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is_public = models.BooleanField(
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default=False,
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help_text="Make this feedback public"
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)
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requires_follow_up = models.BooleanField(default=False)
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# Metadata
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source = models.CharField(
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max_length=50,
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default='web',
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help_text="Source of feedback (web, mobile, kiosk, etc.)"
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)
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metadata = models.JSONField(default=dict, blank=True)
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# Soft delete
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is_deleted = models.BooleanField(default=False, db_index=True)
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deleted_at = models.DateTimeField(null=True, blank=True)
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deleted_by = models.ForeignKey(
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'accounts.User',
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on_delete=models.SET_NULL,
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null=True,
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blank=True,
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related_name='deleted_feedbacks'
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)
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class Meta:
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ordering = ['-created_at']
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indexes = [
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models.Index(fields=['status', '-created_at']),
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models.Index(fields=['hospital', 'status', '-created_at']),
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models.Index(fields=['feedback_type', '-created_at']),
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models.Index(fields=['sentiment', '-created_at']),
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models.Index(fields=['is_deleted', '-created_at']),
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]
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verbose_name_plural = 'Feedback'
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def __str__(self):
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if self.patient:
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return f"{self.title} - {self.patient.get_full_name()} ({self.feedback_type})"
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return f"{self.title} - Anonymous ({self.feedback_type})"
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def get_contact_name(self):
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"""Get contact name (patient or anonymous)"""
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if self.patient:
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return self.patient.get_full_name()
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return self.contact_name or "Anonymous"
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def soft_delete(self, user=None):
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"""Soft delete feedback"""
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self.is_deleted = True
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self.deleted_at = timezone.now()
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self.deleted_by = user
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self.save(update_fields=['is_deleted', 'deleted_at', 'deleted_by'])
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class FeedbackAttachment(UUIDModel, TimeStampedModel):
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"""Feedback attachment (images, documents, etc.)"""
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feedback = models.ForeignKey(
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Feedback,
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on_delete=models.CASCADE,
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related_name='attachments'
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)
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file = models.FileField(upload_to='feedback/%Y/%m/%d/')
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filename = models.CharField(max_length=500)
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file_type = models.CharField(max_length=100, blank=True)
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file_size = models.IntegerField(help_text="File size in bytes")
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uploaded_by = models.ForeignKey(
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'accounts.User',
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on_delete=models.SET_NULL,
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null=True,
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blank=True,
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related_name='feedback_attachments'
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)
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description = models.TextField(blank=True)
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class Meta:
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ordering = ['-created_at']
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def __str__(self):
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return f"{self.feedback} - {self.filename}"
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class FeedbackResponse(UUIDModel, TimeStampedModel):
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"""
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Feedback response/timeline entry.
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Tracks all responses, status changes, and communications.
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"""
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feedback = models.ForeignKey(
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Feedback,
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on_delete=models.CASCADE,
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related_name='responses'
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)
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# Response details
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response_type = models.CharField(
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max_length=50,
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choices=[
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('status_change', 'Status Change'),
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('assignment', 'Assignment'),
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('note', 'Internal Note'),
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('response', 'Response to Patient'),
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('acknowledgment', 'Acknowledgment'),
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],
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db_index=True
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)
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message = models.TextField()
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# User who made the response
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created_by = models.ForeignKey(
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'accounts.User',
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on_delete=models.SET_NULL,
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null=True,
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related_name='feedback_responses'
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)
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# Status change tracking
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old_status = models.CharField(max_length=20, blank=True)
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new_status = models.CharField(max_length=20, blank=True)
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# Visibility
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is_internal = models.BooleanField(
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default=False,
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help_text="Internal note (not visible to patient)"
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)
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# Metadata
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metadata = models.JSONField(default=dict, blank=True)
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class Meta:
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ordering = ['-created_at']
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indexes = [
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models.Index(fields=['feedback', '-created_at']),
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]
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def __str__(self):
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return f"{self.feedback} - {self.response_type} - {self.created_at.strftime('%Y-%m-%d %H:%M')}"
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