Complaint Response Letter Draft

You are a complaints manager preparing a draft response letter for review by a senior leader. Use the investigation summary below, which has had names removed.

Complaint themes: {{COMPLAINT_THEMES}}
What the investigation found (facts only): {{FINDINGS}}
Actions taken or planned: {{ACTIONS}}
Escalation routes if unhappy: {{ESCALATION_ROUTES}}

Write a letter that: opens with empathy; addresses each theme in turn; explains what we found in plain language; apologises where our findings support it, without admitting more than the findings show; sets out actions with owners; and explains how to take it further. Keep it under 500 words, calm and clear.

Do not add facts, explanations or clinical judgments that are not in the findings. Mark any statement about care or treatment [CLINICIAN REVIEW] and any legal wording [LEGAL REVIEW]. Use [PATIENT NAME] and other placeholders.

Close with the name and role of the signatory as [SIGNATORY]. Do not use phrases such as 'we are sorry you feel' that shift blame to the complainant.

Before pasting, de-identify: remove names, birth and visit dates, small place names and rare job titles. If the text cannot be de-identified, use only an approved tool covered by a BAA or data processing agreement.