Patient complaint log template
One row per complaint, from the day it arrives to the day it is closed. The summary shows where complaints come from, how quickly someone replied and whether the patient left satisfied.
Download
FreeNo sign-upDownloads directlyExcel and Google Sheets
What is inside
| Settings | Branches, channels, categories, severity levels, doctors and staff, the time the evening shift starts and your reply target in hours. |
|---|---|
| Complaint log | Date and time, channel, patient code, branch, the doctor or staff member involved, category, severity, what happened, owner, first reply, resolution, closed on and satisfied after. The shift, hours to reply, days to close and status are worked out. |
| Summary | For any period: complaints by category, branch, shift and channel, with high severity, replies within target, average hours to reply, days to close and satisfaction. A branch by category table shows where complaints gather. |
How to use it
Set your lists
Branches, channels, staff, shift times and reply target.
Log every complaint
The day it arrives, small ones too, with an owner.
Close it properly
First reply time, resolution, closing date and satisfaction.
Read the summary
Once a month, with whoever can change the cause.
Who it is for
Clinic managers and patient relations staff who hear complaints at reception, on the phone, on WhatsApp and on Google, and want them in one place. It opens on two months of a sample clinic where waiting time at one branch makes up 40% of all complaints, nearly all of them in the evening shift.
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Feedback
Ask after the session, route a low score to a person before it becomes a public review, and see which doctor, branch and course the scores belong to.
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Questions
Does it work in Google Sheets?
Yes. Upload it to Google Drive and open it with Google Sheets. It uses COUNTIFS and AVERAGEIFS, which both handle.
Can I change the currency?
Yes. The currency is one cell on the Settings sheet, with ر.س, ج.م, د.ك, د.إ and د.ب in the list. The log itself counts complaints, not money.
Why record the shift and the staff member?
Because the cause is usually a time and a place, not a person’s mood. Waiting complaints that cluster in one evening shift point to the schedule.
Is my data stored anywhere?
No. The file is yours, on your computer or your own Drive. Nothing you type reaches Medicolize. Use patient codes rather than names if the file is shared.
Hear it the same day, not at month end
Medicolize asks for feedback after each session. A low score becomes a task for a named person the same day, and scores show by doctor, room and branch. Thirty minutes on your own clinic.