# PX360

Analytics & Patient Experience

Patients Relations Form

MOH - 2 | 2025 Series · Q4 recreation

## 72‑Hour Complaint Resolution Rate — Detailed Report

KPI ID | Indicator Title | Numerator / Denominator | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | TOTAL
MOH - 2 | 72‑Hour Complaint Resolution Rate | Resolved ≤72h | 55 | 36 | 40 | 42 | 53 | 40 | 60 | 57 | 58 | 65 | 34 | 540
Total complaints | 71 | 57 | 50 | 57 | 65 | 53 | 67 | 65 | 79 | 76 | 49 | 689
Result (%) | 77.5% | 63.2% | 80.0% | 73.7% | 81.5% | 75.5% | 90.0% | 87.69% | 69.39% | 85.53% | 69.39% | 78.4%

Category: Organizational
Type: Outcome
Risk: High
Data coll.: Retrospective
Method: Others
Dimension: Efficiency
Gather freq.: Monthly
Reporting: Monthly
Collector: Ms. Ather Alqahtani
Analyzer: Ms. Shahad Alanazi

Monthly Performance Trend (%) [Target: 95%]

Complaints by source (overall %)

### MEDICAL DEPARTMENT

ObGyne Clinics – 7 days Medical ward – 5 days ObGyne ward – 4 days Physiotherapy – 3 days Pediatric ward – 3 days Psychiatric clinic – 3 days Pediatric Clinics – 3 days

### NON-MEDICAL / ADMIN

OPD Nursing: 2.05 days All related complaints have received responses within the timeframe.

### NURSING DEPARTMENT

1. ObGyne Clinics – 7d (Nursing) 2. OPD Nursing – 2.05d 3. Medical ward – 5d 4. Pediatric ward – 3d

### SUPPORT SERVICES

No complaints received for these departments.
Escalated
6
Closed
1
CHI total
6
12.50%
MOH total
15
31.25%

#### 🏛️ CHI complaints (6)

≤24h: 5 (83.33%) • ≤48h: 0 • ≤72h: 1 (16.67%) • >72h: 0

#### 🏥 MOH complaints (15)

≤24h: 8 (53.33%) • ≤48h: 0 • ≤72h: 5 (33.33%) • >72h: 2 (13.33%)

#### Data Insights Editor (based on original comments)

### Key Recommendations:

Prepared by

Ms. Ather Alqahtani
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)

recreated report – includes all original data: Sep 69.39%, Nov 69.39%, department details, CHI/MOH breakdown. Theme navy/blue from PX360.