# PX360

Patient Satisfaction · Complaint Resolution

MOH - 3

Target 80% · Threshold 70%

## Overall Satisfaction with Complaint Resolution – 2025

No. | Perf. Indicator ID | Indicator Title | Target | Threshold | Numerator / Denominator | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | TOTAL
3 | MOH - 3 | Overall Satisfaction with Complaint Resolution | 80% | 70% | Satisfied responses | 37 | 27 | 25 | 33 | 29 | 22 | 41 | 37 | 31 | 35 | 19 | 336
Total complaints received | 71 | 57 | 50 | 57 | 65 | 50 | 63 | 65 | 79 | 76 | 49 | 682
Result (%) | 52.1% | 47.4% | 50.0% | 57.9% | 44.6% | 44.0% | 65.1% | 56.9% | 39.2% | 46.1% | 38.8% | 49.3%

Definition: The satisfaction of patients/family/others from the complaint resolution/outcome. Target (80%) aim; Threshold (70%) minimum acceptable.
Category: Organizational
Type: Outcome
Risk: High
Data coll.: Retrospective
Method: Others
Dimension: Efficiency
Gather freq.: Monthly
Reporting: Monthly
Collector: Ms. Ather Alqahani
Analyzer: Ms. Shahad Alanazi

Monthly Satisfaction Rate (%) – Target 80%

Satisfied vs Dissatisfied (Overall)

### Analysis

📊 Satisfaction Rate (monthly):

- January: 61.67%
- February: 48.21%
- March: 50.00%
- April: 61.11%
- May: 49.15%
- June: 45.83%
- July: 68.33%
- August: 56.92%
- September: 43.06%
- October: 48.61%
- November: 43.18% (lowest)

⚠️ MOH Overall Satisfaction (Nov): 38.8%

The satisfaction rate has marked a significant drop compared to previous months, as it is the lowest in 2025.

Reasons for decline:

- Complaints are taking a long time to be addressed, leading to frustration.
- Many patients are dissatisfied with outcomes, finding responses unconvincing and escalating to administration.
- Rights are seen as belonging to the patient rather than the hospital.

### Recommendations

It is recommended that coordinators maintain a strong focus on this KPI. Additionally, specialists should advocate for patients by thoroughly reviewing responses to complaints. If a response is deemed unsatisfactory, they should follow up with the department to ensure the final reply meets the patient's needs and expectations.

### HIGHEST SATISFACTION

July: 68.33% · April: 61.11% · January: 61.67%

### LOWEST SATISFACTION

November: 38.8% · September: 39.2% · June: 44.0%

### AVERAGE 2025

Overall satisfaction: 49.3% (below target 80%)

### KEY FOCUS

Reduce resolution time · Improve outcome clarity · Patient advocacy

#### Data Insights Editor (MOH-3)

### 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)

MOH-3 – Overall Satisfaction with Complaint Resolution (recreated from PDF). Includes all monthly figures, detailed analysis, and PX360 theme.