Tom, Yes it's an interesting idea & you write about it in a constructive way. You raise the concern about the personal safety of staff responding; I wonder about the further risk to them of having to make judgements about a wider range of complaints solo (which of course you already do in your role as RRU), and the concern about accountability, liability and later complaints from disatisfied customers, as might happen in the US, where there seems to be a small industry in lawsuits claiming bad care.... / d b in chicago.