# PX360

Department Response Rate · 48h KPI

Dep - KPI - 4

Target 80% · Threshold 70%

## Department Response Rate to Complaints Within 48 Hours – 2025

No. | Perf. Indicator ID | Indicator Title | Target | Threshold | Numerator / Denominator | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | TOTAL
5 | Dep - KPI - 4 | Department Response Rate to Complaints Within 48 Hours | 80% | 70% | Responses ≤48h | 47 | 27 | 29 | 44 | 52 | 38 | 58 | 50 | 56 | 62 | 36 | 499
Total complaints received | 71 | 57 | 50 | 57 | 65 | 50 | 63 | 65 | 79 | 76 | 49 | 682
Result (%) | 66.2% | 47.4% | 58.0% | 77.2% | 80.0% | 76.0% | 92.1% | 76.9% | 70.9% | 81.6% | 73.5% | 73.2%

Definition: Measures the percentage of complaints that receive a response from the relevant department within 48 hours of being forwarded by the Patient Relations Department. Target (80%) aim; Threshold (70%) minimum acceptable.
Category: Organizational
Type: Outcome
Risk: High
Data coll.: Retrospective
Method: Special Log/Tool
Dimension: Efficiency
Gather freq.: Monthly
Reporting: Monthly
Collector: Ms. Ather Alqahani
Analyzer: Ms. Shahad Alanazi

Monthly Response Rate ≤48h – Target 80%

Within 48h vs Overdue

### Analysis

📊 Monthly performance highlights:

- Best month: July 92.1% (exceeded target)
- Above target also in May (80.0%), Oct (81.6%)
- Lowest point: February 47.4% (well below threshold)
- Annual average: 73.2% (above threshold 70%, below target 80%)

⚠️ Key observations:

- February drop due to delayed responses from medical & nursing departments.
- Consistent improvement from April onward, but Sep/Nov slightly dipped.
- Total complaints: 682 – responded within 48h: 499 (73.2%).
- 183 complaints took longer than 48h (26.8%).

Departments with frequent delays: ObGyne Clinics (7 days in some months), Medical ward, Physiotherapy. Need focused follow-up.

### Recommendations

- Establish real-time alert for departments exceeding 48h.
- Monthly review with department heads – focus on ObGyne, Medical ward, Physiotherapy.
- Reinforce training on complaint handling urgency; assign department liaisons.
- Aim to push annual average above 80% next year.

### FASTEST RESPONSE

July 92.1% · May 80.0% · Oct 81.6% · Apr 77.2%

### NEEDS IMPROVEMENT

Feb 47.4% · Mar 58.0% · Jan 66.2% · Nov 73.5%

### DEPARTMENTS (DELAYS)

ObGyne Clinics, Medical ward, Physiotherapy, OPD Nursing (sporadic)

### OVERALL

73.2% annual response rate – above threshold 70%.

#### Data Insights Editor (Dep-KPI-4)

### Ongoing recommendations (from editor):

Prepared by

Ms. Ather Alqahani
Patient Relations Coordinator

Reviewed by

Ms. Shahad Alanazi
Patient Relations Supervisor

Approved by

Dr. Abdulreh Alsuaibi
Medical Director
Mr. Turki Alkhamis (Patient Affairs Director) Mr. Mohammed Alhajiy (Quality Management Director)

Dep-KPI-4 – Department Response Rate (48h) – recreated from PDF. Includes all monthly figures, analysis, and PX360 theme.