Automated RLDatix Patient Complaint Acknowledgements
Within minutes of a new complaint being logged in RLDatix, WebRun reads the complaint, drafts a warm, on-brand acknowledgement reply in Outlook naming the concern and the next step, leaves it unsent for a patient relations rep to review, and pings the team in Slack that a draft is waiting.
How do I acknowledge patient complaints quickly without sending anything automatically?
The moment a new complaint is logged in RLDatix, WebRun reads the concern and drafts a warm, on-brand acknowledgement reply in Outlook naming the issue and the next step. It saves the draft unsent and pings your patient relations team in Slack to review it, so every complaint gets a fast, human-approved response instead of a delay.
- Every complaint gets a ready-to-review draft reply within minutes, not days
- Patient relations staff review and send instead of writing from a blank page
- No acknowledgement reaches a patient or family member without human review
Built for patient relations teams · patient experience staff · risk managers · hospital administrators
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
www.rldatix.comin a real browser with your saved login - no setup, no API keys. -
1
RLDatix - read the new complaint
rldatix.com
WebRun opens RLDatix to read the new complaint. - Open RLDatix RLD360 and find newly logged patient complaints
- Read the complaint, the patient or family contact, and the specific concern raised
- Note whether the complaint touches a safety event already in RLDatix
Done when Every new complaint has its concern and contact captured.
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2
Outlook - draft the acknowledgement reply
microsoft.com
WebRun opens Outlook to draft the acknowledgement reply. - Draft a warm, on-brand acknowledgement reply naming the specific concern raised
- State the next step and expected timeframe for a full response
- Save it as a draft in Outlook and leave it unsent. Never send an acknowledgement to a patient or family member automatically
Done when A ready-to-review draft reply sits in Outlook for every new complaint.
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3
Slack - flag the draft for review
slack.com
WebRun opens Slack to flag the draft for review. - Post the patient relations team a Slack alert that a new draft is waiting
- Include the complaint summary so the reviewer has context before opening Outlook
Done when The patient relations team knows a draft is waiting for their review.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it send the acknowledgement to the patient automatically?
No. WebRun only drafts the reply and leaves it unsent in Outlook. A patient relations rep always reviews and sends it themselves, so nothing goes to a patient or family member on its own.
Does any patient information leave our systems?
No. The draft stays inside your own Outlook account and nothing is sent externally or shared outside your organization without a person choosing to send it.
What if the complaint relates to an ongoing safety investigation?
It notes the link to the RLDatix record so the reviewer can coordinate the reply with the investigation team before anything goes out.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.