# PX360

Activation Within 2 Hours

KPI - 6

Target 95% · Threshold 90%

## Complaint Activation Within 2 Hours – 2025

No. | Perf. Indicator ID | Indicator Title | Target | Threshold | Numerator / Denominator | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | TOTAL
6 | — | Complaint Activation Within 2 Hours | 95% | 90% | Activated ≤2h | 45 | 23 | 35 | 40 | 41 | 44 | 51 | 46 | 53 | 59 | 37 | 474
Total complaints received | 71 | 57 | 50 | 57 | 65 | 53 | 67 | 65 | 79 | 76 | 49 | 689
Result (%) | 63.4% | 40.4% | 70.0% | 70.2% | 63.1% | 83.0% | 76.1% | 70.8% | 67.1% | 77.6% | 75.5% | 68.8%

Definition: Measuring the percentage of complaints that are activated within specified timeframes (within 2 hours). Target (95%) aim; Threshold (90%) minimum acceptable.
Category: Organizational
Type: Process
Risk: High
Data coll.: Retrospective
Method: Others: Excel
Dimension: Efficiency, Timeliness
Gather freq.: Monthly
Reporting: Monthly
Collector: Ms. Ather Alqahani
Analyzer: Ms. Shahad Alanazi

Monthly Activation ≤2h – Target 95%

Activated ≤2h vs Delayed

### Analysis

📊 Comparison to Target and Threshold:

- The result of 75.7% (annual avg) was below target (95%) and threshold (90%).
- However, it is close to the last month's percentage, which is good as it has not dropped in level.
- Best month: June 83.0% · Worst: February 40.4%

⚠️ Reasons behind delay of activations:

- The staff attempts to resolve issues immediately, but some patients refuse it.
- Unclear content of the complaint, which requires contacting the patient for clarification, sometimes taking more than 2 hours for a response.

Annual average: 68.8% (474/689) – significantly below threshold.

### Recommendations

- Establishing a timer notification within the complaints request platform to remind staff to follow up on filled request promptly.
- Adding a feature to the complaints platform that indicates the reason for delay in activation for more than 2 hours.

### HIGHEST ACTIVATION

June 83.0% · Oct 77.6% · Jul 76.1% · Nov 75.5%

### LOWEST ACTIVATION

Feb 40.4% · Jan 63.4% · May 63.1% · Sep 67.1%

### ANNUAL AVERAGE

68.8% (far below target 95%)

### KEY DELAY REASONS

Patient refusal · Unclear content requiring clarification

#### Data Insights Editor (KPI-6)

### Ongoing recommendations (from editor):

Prepared by

Ms. Ather Alqahani
Patient Relations & Experience Coordinator

Reviewed by

Ms. Shahad Alanazi
Patient Relations & Experience Supervisor

Approved by

Mr. Turki Alkhamis
Patient Affairs Director
Mr. Omar Al Humaid (Chief Administrative Officer)

KPI-6 – Complaint Activation Within 2 Hours – recreated from PDF. Includes all monthly figures, analysis, and PX360 theme.