# PX360

KPI · Resolution to Complaints

KPI-N-PAD-001

Target 100% · Threshold 95%

## Resolution To Patient Complaints – Annual Summary 2025

No. | Perf. Indicator ID | Indicator Title | Target | Threshold | Numerator / Denominator | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | TOTAL
1 | KPI-N-PAD-001 | Resolution To Patient Complaints | 100% | 95% | Closed / resolved complaints | 71 | 56 | 50 | 55 | 63 | 52 | 64 | 63 | 79 | 76 | 49 | 678
Total complaints received | 71 | 57 | 50 | 57 | 65 | 53 | 67 | 65 | 79 | 76 | 49 | 689
Result (%) | 100.0% | 98.2% | 100.0% | 96.5% | 96.9% | 98.1% | 95.5% | 96.9% | 100.0% | 100.0% | 100.0% | 98.4%

Definition: Measuring the rate of resolving patient complaints in all departments. Target (100%) is the aim; Threshold (95%) minimum acceptable.
Category: Organizational
Type: Outcome
Risk: High
Data coll.: Retrospective
Method: Excel, Portal
Dimension: Efficiency
Gather freq.: Monthly
Reporting: Monthly
Collector: Ms. Ather Alagatani
Analyzer: Ms. Shahad Alanazi

Monthly Resolution Rate (%) – Target 100%

Closed vs Pending (overall)

### Analysis

📊 Performance summary:

- Yearly average resolution: 98.4% (exceeding threshold 95%).
- Highest achievement: 100% in Jan, Mar, Sep, Oct, Nov.
- Lowest point: 95.5% in Jul (still above threshold).
- Total complaints received: 689 – resolved 678.

🔍 Insights:

- July drop due to 2 unresolved complaints (escalation / patient non‑response).
- All departments contributed to near‑perfect closure rate.
- Consistent performance above 95% every month.

### MEDICAL DEPARTMENTS

All medical complaints resolved within month. Average resolution time: 3.2 days.

### NURSING

OPD nursing: 1 unresolved in July (patient related).

### ADMIN / SUPPORT

No pending complaints. All closed within reporting period.

### OTHERS (PORTAL)

All portal complaints addressed – 100% closure.

#### Data Insights Editor (KPI comments)

### Key Recommendations (based on 2025 performance):

Prepared by

Ms. Ather Alagatani
Patient Relations Coordinator

Reviewed by

Ms. Shahad Alanazi
Patient Relations Supervisor

Approved by

Dr. Abdulelah Alsuabii
Medical Director
Mr. Turki Alkhamis (Patient Affairs Director) Mr. Mohammed Alhajj (Quality Management Director)

KPI-N-PAD-001 – Resolution to Patient Complaints (recreated from PDF). Includes all monthly figures, analysis, and theme from PX360.