Patient can't download her results letter from the portal

Problem Description

A patient phoned our helpdesk twice this week about downloading a results letter from the patient portal. The agent who took the second call typed up her notes from both conversations afterwards, from memory, in one block.

Inside those notes the patient says several different things about how often it fails and whether it ever worked, and one attempt apparently produced a file that she describes as empty without saying what she means by that. A family member tried on a different machine, though it is not clear she was signed in as the same person.

This portal is regulated and every defect we file gets read at the weekly clinical safety review, where a claim that turns out to have been assumed rather than reported has to be formally retracted. The safety lead has asked for reports that make it obvious which statements came from the patient.

Output Specification

1. Write reports/results-letter-download.md for the clinical safety review.
2. The review will read this without the call notes in front of them, so any statement in it must be one the patient actually made.
3. The review decides whether to raise a patient-safety flag, which depends on how often this happens and whether the downloaded document was readable — so the document must be explicit about how well those two things are known.

Out of scope: contacting the patient, opening the document service, or suggesting a workaround.

Input Files

Extract the following files before beginning.

=============== FILE: inbox/helpdesk-notes.md =============== Helpdesk notes — Brightpath Health patient portal Written up 2026-08-14 by agent K. Mensah, covering calls on the 11th and 14th (notes reconstructed after the second call, no recording kept)

Patient: female, 60s, calls herself "not very technical". Consented to us logging the issue. Declined a remote session.

What she said, as close as I can remember:

• "It never works. I click the download and nothing comes."
• Later in the same call: "It worked on Tuesday, that's how I know the letter is there."
• On the second call: "I tried it three times on the trot and the third one did come down but it was empty."
• Asked what empty meant: "there was nothing in it." I asked whether it opened at all and she said she wasn't sure, her son opened it.
• "My daughter tried it on her laptop at her house and it came down fine." I did not establish whether the daughter logged in as herself or as her mother, or whether it was the same letter.
• She uses "the computer in the back room". No browser named. Asked her to read anything off the screen and she preferred not to.
• She could not say which letter or which appointment date, only "the results one from the hospital".

Agent note: I have not tried to reproduce this myself. I don't have a test patient with a results letter attached.