# PX360

Un‑Activated Filled Complaints

KPI - 7

Target 0% · Threshold 5%

## Un‑Activated Filled Complaints Rate – 2025

No. | Perf. Indicator ID | Indicator Title | Target | Threshold | Numerator / Denominator | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | TOTAL
7 | — | Un‑Activated Filled Complaints Rate | 0% | 5% | Un‑activated filled requests | 10 | 20 | 16 | 15 | 4 | 15 | 21 | 29 | 14 | 20 | 19 | 183
Total complaints received | 56 | 76 | 49 | 47 | 37 | 70 | 60 | 58 | 79 | 76 | 70 | 678
Result (%) | 17.9% | 26.3% | 32.7% | 31.9% | 10.8% | 21.4% | 35.0% | 50.0% | 17.7% | 26.3% | 27.1% | 27.0%

Definition: Percentage of filled complaint requests that remain un‑activated. Target 0% (ideal), Threshold 5% maximum acceptable.
Category: Organizational
Type: Process
Risk: High
Data coll.: Retrospective
Method: Others
Dimension: Efficiency
Gather freq.: Monthly
Reporting: Monthly
Collector: —
Analyzer: —

Monthly Unactivated Rate – Target 0% (Threshold 5%)

Unactivated vs Activated

### Analysis

📊 Monthly highlights:

- Highest unactivated rate: August 50.0% (alarming)
- Also high: July 35.0%, March 32.7%, April 31.9%
- Lowest: May 10.8% (still above threshold 5%)
- Annual average: 27.0% – far above threshold

⚠️ Observations:

- Total unactivated: 183 out of 678 complaints (27%).
- Every month exceeds 5% threshold – critical issue.
- Likely causes: staffing, unclear processes, lack of automated reminders.

Urgent action required to reduce unactivated complaints – target is 0%.

### Recommendations

- Implement automated alerts for unactivated complaints within 2 hours of filing.
- Assign responsibility to specific staff to monitor unactivated queue daily.
- Conduct root cause analysis for months with >30% unactivated (Mar, Apr, Jul, Aug).
- Reinforce training on complaint activation protocols.

### HIGHEST MONTHS

Aug 50.0% · Jul 35.0% · Mar 32.7% · Apr 31.9%

### LOWEST MONTHS

May 10.8% · Sep 17.7% · Jan 17.9%

### ANNUAL AVERAGE

27.0% (well above 5% threshold)

### TOTAL UNACTIVATED

183 complaints (of 678) never activated

#### Data Insights Editor (KPI-7)

### Ongoing recommendations (from editor):

Prepared by

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Reviewed by

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Approved by

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Patient Relations Dept

KPI-7 – Un‑Activated Filled Complaints Rate – recreated from PDF. All monthly figures, target 0% / threshold 5%, and PX360 theme.