{"id":"ind-hc-wait-time-complaint-reply","audience":"healthcare","category":"customer-replies","technique":"tone","title":"Reply to a patient's complaint about a long wait","free":false,"task":"A patient complained online about waiting 75 minutes past her appointment time. As the patient experience coordinator, write a reply under 90 words, plain text: name the 75-minute wait in the first sentence, say the two changes the clinic is making, and invite her to call you directly. Don't blame or name any staff member, don't mention her health or why the doctor ran late, and don't offer anything not in your notes. Write a prompt that gets you exactly that.","materialLabel":"Her message and your notes (attached to your prompt automatically)","material":"PATIENT FEEDBACK FORM - Nov 4\nFrom: Denise Albright\n\"My appointment with Dr. Mora was at 2:00 on Oct 30. I wasn't called back until 3:15. Nobody told me anything the whole time. The receptionist (the one with the red glasses) just shrugged when I asked. I took off work for this. Very disappointed.\"\n\nINTERNAL NOTES - Clearview Women's Health (fictional) - Patient Experience\n- Dr. Mora was delayed by an emergency delivery at the hospital that afternoon.\n- Confirmed: front desk did not update waiting patients.\n- Changes approved by practice director (Nov 5):\n  1. Front desk will update waiting patients every 20 minutes if a provider is running late.\n  2. Patients will get a text if their provider is 30+ minutes behind, with the option to reschedule.\n- What we can offer: nothing extra (no fee waivers for wait times, per policy).\n- Coordinator: Ana Ruiz, direct line 555-0191.\n- Front desk staff member involved: Kelsey (coaching scheduled).","rules":[{"type":"maxWords","max":90},{"type":"plainText"}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 90 words\" and it often lands well over.","fix":"Cap each part instead: \"5 sentences, each under 18 words.\"","checks":["maxWords"]},{"title":"Opening with a generic apology","why":"The AI starts \"We're sorry for any inconvenience\" without naming what happened.","fix":"Add: \"First sentence: name the 75-minute wait on Oct 30.\"","checks":["r0"]},{"title":"Being vague about changes","why":"\"We're reviewing our processes\" tells her nothing.","fix":"Add: \"Name both changes: updates every 20 minutes, and a text if 30+ minutes late.\"","checks":["r1"]},{"title":"Explaining or blaming","why":"The AI explains the emergency delivery or mentions the receptionist, both of which overshare.","fix":"Add: \"Don't name staff or explain why the doctor was late. Offer nothing extra.\"","checks":["r2"]},{"title":"Ignoring where it will be pasted","why":"AI loves bold and headings, which show up as stray ** and # symbols in the reply.","fix":"Name the place and the format: \"For the reply. Plain text, no bold or headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Names the wait first","patterns":["first sentence","75","lead with","open with"]},{"label":"Names the changes","patterns":["20 minutes","text","changes"]},{"label":"Protects staff and privacy","patterns":["don'?t (name|blame)","staff","emergency","privacy"]},{"label":"Rules out extra offers","patterns":["no (waiver|credit|refund)","don'?t offer","nothing extra"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]}],"hint":"A complaint reply should be specific about what happened and what's changing, and careful about everyone's privacy. Tell the AI all three.","rubricLabels":["The first sentence (after any greeting) names her 75-minute wait (or 2:00 to 3:15) on Oct 30","Describes both changes: updates every 20 minutes when a provider runs late, and a text when 30+ minutes behind with the option to reschedule, and gives the direct line 555-0191","Doesn't name or blame any staff member (no Kelsey, no receptionist, no 'red glasses'), doesn't mention the emergency delivery or anyone's health, and offers no waiver or credit"]}